Customer Success Analyst

Description

Job Summary: Customer Support Analyst for a leading Fintech, focused on ensuring an exceptional experience and strengthening communication between customers and internal teams. Key Highlights: 1. Part of a leading Fintech revolutionizing access to credit 2. Engage in 360° interaction with customers and internal teams 3. Contribute to excellent service and human-centered experience **About the Company** If you want to join the **Fintech** founded in 2015, a leader in delivering the **best customer service and experience** across Latin America by **revolutionizing** the way people access **credit opportunities and reaching 9 million satisfied customers** in all countries where it operates, this opportunity is for you… **APPLY!** **About the Opportunity** The **Customer Support Analyst** will support the management and accompaniment of internal and external customers, ensuring an outstanding experience, with focus on daily operations that ultimately impact the product. Maintaining continuous follow-up to strengthen customer \- product \- and internal team engagement. **How Will You Achieve This?** Key responsibilities include: * Interact 360° with customers and internal teams through various channels: primarily via chat, but also via voice, email, and virtual platforms. * Respond to tickets generated and assigned. * Provide timely follow-up and offer effective alternatives for all stakeholders. * Ensure KPI compliance and guarantee excellent service and human-centered experience. * Carry out updates and feedback based on CRM/Google Sheets/Excel reporting with internal teams regarding customer situations. **Requirements:** * **Must reside in Lima.** * Minimum Education: **Completed university degree**, verifiable with certificate. * Experience: **Minimum of 1 year** in customer success/support. * Experience in **fintech, SaaS, or technology platform environments** is a *plus.* * **Proficiency in CRMs or digital tools** *(e.g., Jira, Zendesk, ServiceNow, or similar).* * Excel proficiency at **Advanced Intermediate level.** **You Are the Candidate We Are Looking For If...** * You enjoy interacting with people and possess the right attitude to deliver top-tier service to the Customer Success team, making it the friendliest and most unique. * You have strong spelling skills and articulate communication abilities. * You excel at problem-solving and negotiation. * You have worked toward objectives. **What the Company Offers You** * Monthly compensation aligned with experience and expertise. * **Monthly payment.** * **Monthly bonus:** awarded upon achievement of objectives. *\[reviewed during interview].* * **Working hours \- 48 hours per week:** Monday to Sunday, considering service hours from 8:00 AM \- 10:00 PM \| 1 rotating day off per week, with a 1-hour lunch break. * Location: Av. Manuel Olguín, Santiago de Surco, Lima. **Benefits Exceeding Legal Requirements and Additional Perks** * 30 days of vacation. * Seniority compensation. * EPS health insurance for employee and immediate family members (spouse and children). * Annual physical fitness benefit. * Annual professional development benefit. * Home office equipment benefit. * Annual travel benefit. * Free training. * A truly unique and inclusive cultural experience***.*** * Opportunity to work with multicultural teams. * Medium-term growth potential. **If you want to be a key player in the company transforming LATAM, this position is for you. We want to meet you!** Employment Type: Full-time, Permanent Salary: S/.1,400\.00 \- S/.2,000\.00 per month Application Questions: * This position follows a hybrid model: some days in the office and others remotely.\*Availability to rotate days and shifts according to operational needs \[Shifts and service windows: Monday to Sunday \| 8:00 AM to 10:00 PM], with one weekday day off. In which region do you live? * What is your highest completed level of education? * Just for information: Do you have experience working in Fintech, technology, or startup companies? If yes: Which ones? * Just for information: Have you had experience in Customer Success/Service/Support activities? If yes, how many years of experience? * Which digital tools have you used? (e.g., Jira, Zendesk, ServiceNow, or similar) * Have you analyzed data and prepared reports to identify behavioral patterns and business opportunities in processes or incidents? What types of KPIs or analyses have you performed? * What is your proficiency level in Excel and Google Sheets? And just for information: Have you used Power BI in your professional activities? * What is your English proficiency level? And just for information: Have you conducted conversations or meetings with internal teams in this language? (Conversational / Technical / Both) * Are you currently employed? * What is your current/last salary? Work Location: Hybrid in Lima, Lima