Customer Success Analyst

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Quidax

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

₿ Crypto

💳 Fintech

💰 $3M Initial Coin Offering - Quidax on 2021-05

Crypto • Fintech

Quidax is a crypto exchange and digital asset infrastructure platform built for Africa, enabling individuals, businesses, and institutions to buy, sell, stake, and move stablecoins and other cryptocurrencies. It provides instant swaps, order-book trading, a premium OTC desk, APIs and payment gateway (Basqet) for businesses, a stablecoin API for fiat rails, staking and yield products, a launchpad for token listings, and institutional liquidity and settlement solutions — all with a compliance-focused approach and 24/7 support.

📋 Description

• Own customer issues across fiat and crypto transactions from first contact to resolution, ensuring customers get timely, accurate, and empathetic support. • Handle account, transaction, verification and product related queries while meeting agreed SLA and quality expectations. • Track recurring customer pain points, onboarding drop-offs, inactivity patterns and repeat complaints that may signal churn or low engagement. • Contribute to customer health and retention reporting by turning support interactions and behavioural patterns into useful insights. • Surface bugs, transaction failures, recurring complaints, and operational gaps quickly and clearly to the right internal teams. • Work closely with Product, Engineering and Compliance to investigate customer-impacting issues and move them to resolution. • Contribute to improvements in workflows, support content, SOPs and internal documentation based on recurring customer friction.

🎯 Requirements

• 2+ years cognate experience in customer support, customer success or customer operations, ideally in fintech, crypto, payments, banking or other regulated environments. • Strong written and verbal communication, sound judgement and the ability to handle customer issues that require investigation, follow-through and clear coordination across teams. • A proactive customer-minded approach with the ability to spot patterns, surface useful insights, and contribute to retention, customer experience, and process-improvement work beyond day-to-day ticket handling. • You’re comfortable handling customer problems that involve transactions, timelines, multiple moving parts and some investigation. • You’re comfortable working with data; sorting, cleaning, analysing and using support or transaction data to spot patterns, track issues and support decision making.

🏖️ Benefits

• Fair Pay + Ownership • Competitive salary based on your skills and experience; annual merit-based reviews to keep your growth visible and rewarded • Growth That’s Real • Annual performance reviews + clear promotion cycles; recognition for great work, from shoutouts to milestone rewards • Personal development fund (courses, books, conferences); study leave so you can keep learning • Work That Works For You • Fully remote forever + flexible working hours • Time Off That Respects Life • Unlimited paid time off + Nigerian national holidays • Parental, sick, compassionate, and life event leave; we show up for you • Connection That Feels Real • Quarterly remote team hangouts + annual offsite; interest-based communities (SIGs) • Regular engagement surveys; your voice matters • Health & life coverage in select locations