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

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

Client Success Analyst

Key skills