Customer Success Analyst

Quidax, an African-focused cryptocurrency exchange enabling fiat-to-crypto transactions, is recruiting a remote Customer Success Analyst. In this role, you will sit at the intersection of customer support, operations, and retention—resolving complex fiat/crypto transaction issues, analyzing customer behavioral patterns, and turning support insights into actions that boost retention and product trust.

• Customer Support & Issue Resolution: Resolve high-priority customer issues across fiat and crypto transactions, account verifications, and platform queries within SLA standards.

• Customer Health & Retention Analytics: Track recurring pain points, onboarding drop-offs, and inactivity trends to identify churn risks and segment users needing proactive support.

• Cross-Functional Issue Escalation: Surface software bugs, transaction delays, and operational bottlenecks to Engineering, Product, and Compliance teams to drive rapid resolution.

• Process & Documentation Improvement: Refine customer support workflows, update knowledge bases, and draft Standard Operating Procedures (SOPs) based on user friction points.

• Experience: Minimum of 2+ years of cognate experience in customer support, customer success, or customer operations.

• Industry Alignment: Prior experience working in fintech, cryptocurrency, digital payments, banking, or other regulated high-volume environments.

• Analytical Mindset: Comfortable cleaning, sorting, and analyzing support ticket metrics and transaction data to spot behavioral patterns and retention risks.

• Problem-Solving & Investigation: Strong ability to investigate technical issues involving timelines, financial transactions, and multiple moving parts.

• Communication & Empathy: Excellent written and verbal communication skills with sound judgment when handling urgent or high-stakes customer complaints.