Customer Success Analyst

Departamento:

Growth

Ubicación:

Miami


MAJORITY is a groundbreaking all-in-one digital financial service app that includes an FDIC-insured account, Visa® Prepaid card, money remittance, and international calling. We are built for migrants, by migrants.

Global migration is a 21st-century reality. Whether people are following their dreams, love or new experiences, more and more of us are leaning towards new environments. Our purpose at MAJORITY is to empower the amazing, the brave, and the talented and help them achieve all of their ambitions.

We believe that everyone deserves the same opportunity to succeed. Our mission is to provide migrants the tools to thrive in their new country.

Our team mirrors our global audience: we are a diverse team of people from over 40 different countries that get together everyday – and we’d love for you to join us. Are you the right person to join our diverse team of ambitious migrants?

We are now looking for our next Customer Success Analyst

Are you passionate about changing the world and believe that migrants are the most ambitious people in the world? Are you looking for the spirit and excitement of a startup with a solid backup of investors?

Come work for a company whose mission is to empower the people that move across borders to make a better life for themselves. We believe these people are the most ambitious in the world, and they should be celebrated for their hard work and valuable contributions. Our ambition is to simplify succeeding beyond the border, and we offer a competitive digital platform that fulfills several of the target group’s financial needs.

As the Customer Success Analyst, you will be responsible for leading all operational improvements associated with our interaction with our customers. We have a strong scale up plan and therefore building, growing and establishing the operations are key for the success of MAJORITY. Today we are a small and tight team but we are quickly growing.

This is a truly unique and diverse role in which your aptitude for problem-solving, keeping details straight and hitting goals are all equally important. Your analytical skills combined with your passion for user experience expertise will help you succeed in this role. 

This position is not open for remote work. The role is located in Miami, FL.

Required qualifications

  • You have a passion for process improvement and continuous improvement, especially in user-experience and customer-facing roles
  • You thrive in a dynamic, self-starter, and high-pace startup environment
  • You love working with customers, understanding their needs, and improving products to better meet their needs
  • You have some experience with coding (Python). You won't be coding much in this role, but you will be handling multiple software interfaces (Looker, Intercom, Jira) and having at least some programming experience will help you succeed
  • You are bilingual in Spanish and English

Additional or preferred qualifications

  • 2+ years of experience within digital design, data analysis, computer science or automation
  • Bachelor’s degree in digital design, IT, analytics, computer science, engineering, business or relevant field
  • Ability to work independently in a high-impact environment
  • Experience working with migrant markets/target groups or coming from one yourself
  • Excellent people and stakeholder management skills
  • Professional working level of English and Spanish (both oral and written)
  • Ability to work flexible hours, if needed

Responsibilities

  • Represent the voice of the customer in internal strategy meetings
  • Manage, track, and resolve escalations between customer service and engineering to improve our apps, products, and services
  • Work closely with customer service to ensure our customers are receiving great support, and propose and implement solutions to improve our service level
  • Optimize our customer service and escalations processes to ensure no customer gets left behind
  • Work closely with management, engineering, and marketing to steer our roadmap
  • Lead a bilingual team of customer service, escalation operations and processes
  • Manage and implement our quality assurance process for our customer service team
  • Develop the skills of the team through training and coaching. Track their achievements and provide performance feedback. 

 

We are MAJORITY. We are international, inclusive, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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