Customer Support Analyst

Job not on LinkedIn

🔥 19 hours ago

🇪🇨 Ecuador – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Localpayment

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

🔌 API

🤝 B2B

Fintech • API • B2B

Localpayment is a payments infrastructure company that provides a single API to power secure, seamless cross-border payments in emerging markets. Part of Aleph Group, Localpayment offers pay-in and pay-out capabilities, treasury and FX services, virtual accounts, on/off ramps for crypto, fraud protection, smart routing and multi-currency conversion. It targets businesses (advertisers, digital platforms, fintechs and marketplaces) with a strong Latin America footprint and a roadmap for global expansion, enabling high success rates and local bank coverage to scale cross-border commerce.

📋 Description

• Handle inbound support tickets about payments, account setup, and basic transactions • Track cases and incidents from initial report through closure while communicating with merchants • Query transaction statuses in backoffice systems • Perform first-level troubleshooting for common integration errors, including basic API issues and HTTP 400/500 status codes • Escalate complex matters to specialized teams • Notify merchants about transaction updates, system maintenance, and preventive advisories • Perform level 1 tasks, including Excel reporting data entry and Slack-based team handoffs • Lead complex production cases as the primary technical contact for enterprise merchants • Coordinate with merchant teams for rapid resolution • Analyze and generate support KPIs, including resolution times and customer satisfaction scores • Report metrics and process improvements to leadership • Perform Root Cause Analysis and lead post-mortem reviews for recurring incidents • Participate in retention and SLA review meetings with strategic clients • Create and update knowledge base articles, troubleshooting guides, and best practices • Structure and prioritize escalations to Product, Development, Compliance, and Operations teams • Oversee advanced troubleshooting with Grafana across payment flows and regional payment methods

🎯 Requirements

• At least 3+ years in fintech or customer support, with expertise in payments processing, incident management, and client-facing roles in multinational settings • Deep knowledge of payment flows: authorization, capture, cancellation, and refund • Knowledge of Latin American payment methods: Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, and local cards • Proficiency in Grafana for log analysis and root cause identification • Familiarity with Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting • High attention to detail and excellent organizational capacity • Ability to manage multiple critical tasks and coordinate simultaneously • Formal fluency in English and Spanish for executive-level discussions and technical documentation • Leadership in mentoring junior staff • Exceptional problem-solving under pressure • Ability to manage multiple high-priority escalations and foster cross-team collaboration