Customer Success Analyst at Quidax

Department: Customer Success

About the Job

• The core of the role is to ensure customers have a smooth journey through our products and in the case where there is a hiccup on their part or ours, we iron it out and ensure it doesn’t repeat itself.
• The mission of the role is to take full control of all our channels of communication to customers and guide them from onboarding to maturity.
• The CS Analyst would also need to understand our customers, who they are, what they do, how to communicate with them, why they are dropping off, and how to make the experience better for them.
• Our CS needs to have adept knowledge of customer experience.
• You need to have veins of customer-centricity spread all over your body competing with his blood flow.

Here’s an example of what your day to day at Quidax might look like:

• Sync with your team lead on the direction for the week/day
• Respond to support tickets (relate with our 3rd party partners - shout / fight with them)
• Make customers smile, pacify customers insulting us (sometimes)
• Join in an argument about some random stuff
• Prepare analysis on the top 3 issues customers are facing
• Pass it to the product team to factor into their roadmap and give it the highest priority
• Brainstorm with the team to come up with cool ideas, It differs from day-to-day.

Job Requirements

• Interested candidates should possess relevant qualifications and work experience.
• We are a company of learners in a lot of ways. We don’t expect you to be perfect so we would prefer if you were hungry and willing to learn. We like humble people too.
• We are looking for people who are driven, patient, empathetic, and have an ear to what’s happening around the world with an eye for pop culture.
• We are looking for the kind of person who a customer would say your design resembles a child’s drawing. Instead of taking offence (actually, it’s okay to vex small, we are humans) but the larger response would be to check yourself and your design to see where you might have gone wrong and what you can do to make it right. Someone who focuses on doing what’s right and not just what’s easy.
• We are very big on discipline as one of our core values, because we believe it is the soul of an army and it can make great things happen in the long run. So we have rules that have consequences attached to them and then we encourage everyone to govern themselves to do what is required and go over and beyond in service of our customers
• We are big on openness and candour in the workplace, so if you see something that doesn’t make sense, it is your responsibility to say so. We are not afraid to disagree and argue about things so far we are doing it with the purpose of bringing out the best idea and not bringing people down.
• We also like to have fun, we can look quite chilled, our interviews can be really great and funny experiences if you are not too wound up, we try to make you loosen up in the first couple of minutes and just have a conversation and not just give generic interviewy answers, we hate those. We are fans of alcohol and parties (after work hours) so if your thing is shots, beer, or both, you are in good company and we know a great catfish plug.

About Pay and Benefits

• Competitive Salary for the matched experience and role.
• Work from anywhere around the world.
• Unlimited leave days
• Health insurance
• Amazing culture and a front-row seat to the biggest thing in finance in the last 100 years
• You also have a company that cares about you and your well being and wants to do everything to ensure that your life inside and outside work is the most satisfying it can be.