Customer Support Analyst, Synctera
$65-95k
In Canada, salary is $60,000-$88,000 CAD, and there is stock options program for all employees
More information about location
Banking-as-a-Service platform
Job no longer available
Banking-as-a-Service platform
101-200 employees
Job no longer available
$65-95k
In Canada, salary is $60,000-$88,000 CAD, and there is stock options program for all employees
More information about location
101-200 employees
Company mission
To be a leader in embedded banking and finance.
Role
Who you are
- We are looking for interesting, curious, wickedly smart people who are ready to jump in and run with our fast-growing team
- If you want to have fun at work, collaborate with some of the sharpest people in the industry, grow the FinTech and Banking as a Service ecosystem, and love to win, read on!
- 3+ years of experience in technical support, customer service, or payment operations–ideally with exposure to FinTech clients
- Technically curious, with the ability to understand and discuss APIs, webhooks, and related concepts
- Strong written and verbal communication skills
- Friendly, approachable, and customer-focused mindset
- Persistent in follow-ups and able to build relationships with key stakeholders to ensure customer needs are met
- Familiarity with SQL
- Resilient, results-driven approach to problem-solving
- Willingness to work on-call hours as needed
- Experience with Zendesk or a similar customer service platform
What the job involves
- As a Customer Support Analyst, you will play a key role in delivering a high-quality experience for our customers by ensuring their questions are answered promptly and effectively
- You'll prioritize inquiries, collaborate across teams, and build and maintain tools, processes, and a comprehensive set of FAQs to continuously improve support delivery
- You're naturally inquisitive, eager to help customers have a smooth experience, and comfortable working in a fast-paced, collaborative environment that involves product, engineering, operations, risk, compliance, and beyond
- You’ll also understand APIs, webhooks, and other technical events well enough to triage incoming questions and identify the right internal resources to support customers
- What You’ll Do
- Respond to customer inquiries in a timely, thorough, and professional manner
- Triage incoming questions and ensure they’re appropriately prioritized and escalated
- Collaborate with internal teams to resolve customer issues effectively
- Analyze and organize customer inquiries to identify recurring issues and develop learning materials, FAQs, and other resources to help customers self-serve in the future
- Be proactive in identifying potential issues and addressing them before they arise
- Support the development of new processes and maintain strong follow-up skills to ensure customer satisfaction
- Create monthly SLA reports outlining response time metrics and CSAT scores
Our take
Synctera is a Banking-as-a-Service platform that supplies users with the capabilities to build and launch successful FinTech apps or embedded banking products. By fast-tracking the work involved in finding a banking partner, and in discovering the right best-in-class tech, the platform frees businesses up to instead focus on their core operations.
Through the Synctera platform, businesses can build bank account and card programs, as well as incorporate services such as money movement and lending. Alongside this, the company also provides support and resources surrounding compliance and post-launch management, making it as simple as possible for clients to tap into the growing and fertile fintech market, and do it smartly.
The company faces extensive competition in a global market worth billions, but in helping to oil the wheels of collaboration and Fintech market access, it creates value for businesses across the board and stands well to reap the rewards. Off the back of a substantial revenue increase, a 2025 round of funding fuelled sales team expansions, product development and the foundational stages of a Latin America expansion.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2025
$15m
EARLY VC
Mar 2024
$18.6m
SERIES A
Total funding: $94m
Company benefits
- 100% of medical, dental, and vision benefits for you and your dependents paid for by Synctera
- Employer contribution to a Health Savings Account (HSA)
- Generous paid parental leave
- Fertility benefits
- Unlimited PTO policy
- Competitive salary
- Stock options granted to all full-time employees
- Spot bonus opportunities
- Flexible work environment
- Home office budget
- Monthly telecommunications stipend
- Company social outings
- Access to regional WeWork space for in-person collaboration
Company HQ
SoMa, San Francisco, CA
Leadership
Peter Hazlehurst
(Co-Founder & CEO)Former Head of Uber Money. Founding Association Member of Libra Association, and previously CEO of The Perfect Sip - atop past positions at Google Payments, Postmates, and Nokia.
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