• Application Deadline:
• Position: Customer Support Analyst



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 - 5 years



• Location Lagos




• Job Field Customer Care 
  
  

• The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success.

Mission for this Role

• To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions.

Key Outcomes

• Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines


• Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents


• Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues


• Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement


• Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems


• Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements

Competencies (Must-Have Skills & Behaviors)

• Customer-Centric Mindset - Strong commitment to delivering reliable, empathetic, and professional client support


• Problem-Solving & Analytical Thinking - Ability to investigate issues, identify root causes, and follow through to resolution


• Structured Case Management - Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy


• Technical Fluency - Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments


• Clear Communication - Ability to communicate technical and non-technical information clearly to clients and internal stakeholders


• Execution Discipline - Strong follow-through, time management, and prioritization skills in a fast-paced environment

Cultural Alignment (Values Fit)

 

• Customer Obsession - Prioritizes client trust and long-term satisfaction


• Excellence in Action - Maintains high standards of responsiveness and accuracy


• Agility & Innovation - Adapts quickly to evolving products and regulatory environments


• Trust & Accountability - Takes ownership of assigned cases through to resolution


• Collaboration & Ownership - Works effectively across teams to remove blockers and

Requirements

• 3-5 years of experience in customer support within fintech, payments, banking, SaaS, or financial services


• Proven experience handling technical and non-technical support cases in a structured environment


• Familiarity with treasury, cross-border payments, correspondent banking, or cash management solutions is an advantage


• Experience using CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk)


• Ability to work cross-functionally with Product, Engineering, Compliance, and Operations teams


• Bachelor's degree in Business, Finance, Information Technology, or a related field

Key Metrics to Track

• SLA compliance rate (%)


• Average First Response Time (FRT)


• Average Resolution Time (ART)


• Ticket backlog levels


• Repeat incident rate


• Customer Satisfaction Score (CSAT)


• Escalation frequency and resolution timelines