Quidax is an African focused cryptocurrency exchange. We enable customers to buy/sell Bitcoin and other cryptocurrencies (Ethereum, USDT and Litecoin) with Naira.
Our vision, which is at the core of what we do every day at Quidax, is to build a world where sending money and value around the globe is as easy as sending a text message. We value positive energy, and clear communication and are committed to building an inclusive environment for people from every background.
We are recruiting to fill the position below:
Job Title: Customer Success Analyst
Location: Remote
Job Type: Full time
About the Role
- We are looking for a Customer Success Analyst to help deliver a fast, reliable and valuable experience to Quidax customers across both fiat and crypto transactions.
- This role will sit at the intersection of customer support, customer operations and customer retention; helping customers resolve issues quickly, stay engaged with the product and get more value from their experience over time.
- This is a great role for someone who enjoys solving customer problems, spotting patterns in behavior and turning customer feedback and data into actions that improve experience, trust and long-term customer value.
What You’ll Be Owning
Customer Support and Issue Resolution:
Within your first 60- 90 days:
- 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.
Customer Health, Behaviour and Insight Tracking:
Within your first 180 days:
- 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.
- Help the team understand which customer segments need more support, education or intervention to stay active and successful on Quidax.
Product, Operations and Customer Excellence:
Within your first 60 - 90 days:
- 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.
Biggest Challenges You’ll Tackle
- Balancing fast, high-quality support with more proactive retention work in a business where customer issues can be urgent, technical and time-sensitive.
- Connecting the dots between support conversations, customer behaviour and churn risk so we can understand why customers disengage and what to improve.
- Helping rebuild customer confidence after poor experience by not just resolving issues, but also improving trust, clarity and the likelihood that customers continue using Quidax.
What We’re Looking For
- 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.
Reporting Line:
- This role reports to the Customer Success Team Lead and works closely with the Customer Success team on support delivery, retention initiatives, issue resolution and customer experience improvements.
- This role will also collaborate regularly with Product, Engineering, Compliance and Operations to investigate customer issues and improve the customer journey over time.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/925566/customer-success-analyst-at-quidax-remote.html