Customer Support Analyst

Customer Support Analyst

Type: Permanent

Location: Remote (Preference for Nashville-based candidates; optional onsite collaboration available)

Salary: $65K–$75K+ DOE

• Join a growing fintech/regtech organization supporting customers across banking, financial verification, and compliance-related platforms
• Provide frontline customer support via phone, email, and ticketing systems while troubleshooting SaaS platform issues, login support, billing questions, and request statuses
• Work primarily within Hub Spot for ticket management and collaborate with engineering teams through Jira escalations
• Assist customers during a major platform migration by supporting new workflows, training materials, and updated documentation

• 3+ years of customer support, customer success, account management, or similar client‑facing experience
• Prior SaaS-based fintech, regtech, banking technology, or financial services experience strongly preferred
• Experience troubleshooting within a SaaS/software environment
• Proven ability to manage multiple open cases while maintaining strong customer satisfaction metrics

• Hub Spot experience strongly preferred
• Jira experience preferred for engineering escalations
• Zendesk and Salesforce familiarity considered a plus
• Experience with AI tools such as Claude, Freddy AI, or similar platforms highly valued
• Strong Microsoft Office skills required, especially Power Point

Eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

Determining compensation for this role depends on a wide array of factors including skill levels, experience, certifications, location, and other business considerations.