With the current increase in job recruitment phishing scams globally, we wanted to remind you that all official communications from Synctera will only come from a synctera.com email address.
If you’ve received a communication regarding Synctera that you have a question or concern about, please contact recruiting@synctera.com.
Please note that although all positions at Synctera are remote, candidates must be located and authorized to work in the US or Canada as a precondition of employment. Synctera does not sponsor applicants for work visas.
What We're Doing
At Synctera, we’re powering the future of FinTech. We help companies create new revenue streams and enhance their value proposition with FinTech apps and embedded banking products. With APIs, compliance support, and bank partners in one end-to-end Banking as a Service platform, Synctera is the fastest and easiest way to build, launch, and scale bank accounts, debit cards, charge cards, lending, and more. We help banks increase deposits and non-interest income by expanding their footprint through FinTech and embedded finance partnerships. The Synctera Platform enables banks to manage their program through a fully compliant, scalable solution.
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!
What We're Looking for
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
What You’ll Bring
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
Diversity & Inclusion
Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.
Benefits
100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
Employer contribution to HSA for US employees
Annual HCSA and generous extended health care coverage for Canadian employees and dependents
401(k) for US employees and RRSP for Canadian employees
Mental health resources available for all employees
Unlimited paid time off
Generous paid new parent leave program
Home office setup stipend
Stock options program for all employees
Growth potential and opportunity to have a significant impact at an early stage of our company's journey
Working alongside a skilled and passionate team
The base salary for this full-time position (USD: $65,000-$95,000 CAD: $60,000-$88,000) is determined by role, level, and location. The range informed in this job posting reflects the minimum and maximum target for new hire salaries across all US and Canadian locations. Within the range, individual pay will be determined by work location, job-related skills, experience, relevant training, and other factors.
To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.
