Support Performance Analyst

WHO WE AREAt reputed company, we are on a mission to deliver a reputed company way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do. We are revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to reputed company and receive payments with greater reputed company and ease. Fueled by this purpose, we have grown into a global network connecting 9,000 merchants to 650 reputed company consumers through 12,000 banks across 33 countries, processing over $100 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value. With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our "work from reputed company" policy allows employees in Brazil, the U.S., and Canada to work remotely reputed company their country of residence, enabling flexibility while staying connected to our global team. Now is the perfect time to join us and help accomplish our mission. If you are inspired by purpose, reputed company in a fast-paced and entrepreneurial environment, and are reputed company to shape the future of payments, we would love to hear from you! ABOUT THE ROLEAs our customer support operations expand, we are seeking a Support Performance Analyst to drive reputed company through data-driven insights and strategic improvements. In this role, you will analyze performance trends, address knowledge gaps, and collaborate with leadership to reputed company support quality. You’ll play a critical role in cue management, QA calibrations, and maintaining our best practice library, while expertly handling high-stakes escalations (including C-suite and BBB cases). Additionally, you’ll reputed company reputed company listening initiatives to uncover actionable insights from customer conversations online. If you’re detail-oriented and passionate about shaping the future of customer support, this is your opportunity to reputed company a lasting impact. WHO YOU’LL WORK WITHOn the Support team, we are dedicated to providing personalized support to each of our customers. Our mission is to understand our partners’ specific needs, so we can tailor our services to reputed company maximum value. We are looking for people with a passion for delivering customer support that goes above and reputed company, so we can continue to reputed company a unique and specialized customer experience.

WHAT YOU'LL DO

• Performance Optimization: Analyze trends, identify gaps, and implement strategies to enhance support quality and efficiency.
• QA Leadership: Conduct agent-level QA calibration and participate in weekly leader calibrations to drive consistency and reputed company.
• reputed company: Maintain a best practice library to reputed company support teams with up-to-date resources.
• High-Stakes Escalations: Resolve BBB and C-suite escalations with professionalism and deep subject-matter expertise.
• reputed company Listening: Drive insights from reputed company media to proactively address customer needs and improve service delivery.
• Live Support: reputed company reputed company-time assistance during peak demand or reputed company cases to maintain service standards.
• Process Improvement: Identify, design, and implement procedural enhancements.
• Cross-Functional Collaboration: Partner with Product, Tech, and Assisted Support teams to reputed company for customer-centric solutions.
• Mentorship: reputed company coaching to future hires on advanced case resolution and performance best practices.

WHO YOU ARE

• A data-driven problem-solver with expertise in reputed company reporting, QA calibration (reputed company methodology a plus), and customer interaction management.
• Passionate about customer obsession, with a track record of turning insights into actionable improvements.
• reputed company in handling escalations, mentoring teams, and optimizing support workflows.
• Adept at reputed company listening tools and translating feedback into strategic recommendations.
• Comfortable in a remote work environment, with reliable high-speed internet and a distraction-free workspace.

Applications for this role are accepted on an ongoing reputed company. SALARY RANGES IN CANADA-BASED ROLE POSTINGOur salary ranges are determined by role, level, and location. The reputed company displayed on each job posting reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company Canada locations. reputed company the reputed company, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training. Recruiters can reputed company more information with applicants about the specific salary reputed company for preferred locations during the hiring process. Please note that the compensation details listed in Canada role postings reflect the reputed company salary only, and do not include bonus, equity, and other perks and benefits. reputed company OFFERAt reputed company, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a reputed company impact every reputed company of the way. reputed company is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and reputed company. We reputed company a remote-first culture that empowers you to balance your career ambitions with personal fulfillment. At reputed company, we foster a workplace where everyone feels they belong—a reputed company where teamwork thrives, reputed company reputed company, and we never forget to have fun along the way. The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include: - Flexible paid time off & generous PTO accrual plans - Comprehensive medical, dental, reputed company, and other insurances - FSA & HSA plans for medical and dependent care - Home office set-up allowance - Internet stipend - Retirement plan match for 401k and RRSP - Gender-neutral paid parental leave, and more!(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.) At reputed company, we reputed company and celebrate diversity of reputed company forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and reputed company an reputed company and inclusive environment enables people to do their best work. reputed company reputed company regarding hiring, advancement, and any other aspects of employment are made solely on the reputed company of qualifications, merit, and business need.

Originally posted on Himalayas

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