Client Success Analyst

Client Success Analyst

Location: Remote, North America

Job Type: Full-Time

Reports To: Head of Client Success

About the Role

N3XT is a dynamic and rapidly growing fintech revolutionizing the payment space. We foster a collaborative, agile and results-oriented environment where talented individuals can make a significant impact. We are seeking a highly motivated analyst to join the Client Success team. At N3XT we are technology and AI first, and are looking to incorporate automation and quality service into our client service and support processes. This is a critical role in a growing company where contributions are felt across the organization. You will be working directly with N3XT end users, and their technology teams to onboard, implement systems and provide support services.

The ideal candidate is proactive, process oriented and has an automation first mentality. You will work closely with executive leadership, business development, engineering and infrastructure, and other internal teams to streamline all relevant workflows, resolve issues, and contribute to a positive and productive client experience.

Key Responsibilities

• Front line support for the N3XT client base - Multi-channel support (email, chat, via Intercom)
• Contribute to the full lifecycle of client support inquiries - These can be product questions, system issues, onboarding inquiries, payment issues, etc.
• Work directly with other N3XT teams - Compliance, Bank Operations, Business Development, Engineering and Infrastructure as a means to fully supporting the client base
• Assist in the client onboarding process - Work with internal teams to further define and streamline onboarding processes across new and existing client segments
• Support client and vendor integration efforts using API technologies, working directly with software engineers and technical teams. This includes maintaining the client integration process - Testing tools and strategies, certification workflows and processes through go live and BAU
• Identify application issues that lead to user problems through periodic testing of new and existing versions of the N3XT application and APIs - Work directly with Engineering teams to assist in debugging
• Assist in the creation and maintenance of public documentation - FAQs, User Guides, API Documentation
• Support efforts in overall process improvement and automation

Qualifications and Requirements

• Bachelor's degree or 1-3 years of experience working in a customer support, integration or onboarding role
• Previous experience working in banking, financial services or fintech is a plus
• Previous experience working with Intercom is a plus
• Previous experience working with KYC/Onboarding systems and processes is a plus
• Experience working with, or knowledge of, APIs is a plus
• Experience working with AI tools to solve technical problems is a plus
• Basic scripting and/or query experience is a plus
• Strong desire to continuously improve on, and automate, manual and repetitive tasks
• Entrepreneurial in nature - A desire to take pride in high value work while largely working independently is strongly preferred
• Previous startup experience is a plus

Why Join Us?

• Be part of a fast-growing, mission-driven company in the fintech space
• Opportunity to add significant value to the N3XT efforts
• Work with a diverse, global team in a hybrid-friendly environment
• Competitive salary, benefits, and professional development support