At Verto, we’re actively democratising global finance, empowering businesses in Emerging Markets with seamless payment and liquidity solutions that have already led to billions in annual processing. Recognised as ‘Fintech Start-Up of the Year’ and a Milken-Motsepe Prize winner, we offer you the unique opportunity to join a rapidly growing, award-winning innovator where your work directly drives financial inclusion and global economic growth. Be part of a dynamic, world-class team that values impact, fosters continuous development, and champions an inclusive culture where your contributions truly matter.

We are seeking a talented and motivated Customer Success Analyst to join our growing team.

What You’ll Be Doing:

• Respond to customer enquiries on intercom and adhere to service level agreements (SLAs) of 45 minutes for emails and 10 minutes for live chats/WhatsApps as well as inbound and outbound calls (Cloudtalk)
• Investigate customer queries thoroughly, utilising internal platforms.
• Provide clear, concise, and accurate responses to customer questions and concerns.
• Handle and manage complaints within the given SLAs
• Maintain a minimum CSAT score of 90% weekly.
• Oversight of key processes regularly reviewing for efficiencies and enhancements
• Address customer feedback and reviews, including reaching out to unsatisfied customers to resolve issues and encouraging positive Trustpilot reviews.
• Handle audit requests by gathering data from our internal platform.
• Follow ticket management procedures, including initial responses, follow-up communications, and ticket closure protocols.

What You Need:

• Proven experience in a customer support role, preferably within the financial services or cross-border payments industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
• A strong commitment to customer satisfaction.

*We will not be able to progress your application without all the above skills/qualifications

What We’d Like To See:

• Experience handling complaints
• Ability to navigate and utilise various communication platforms (Intercom, Cloudtalk, Freshdesk, CMS).

Diversity & Inclusion at Verto: Diversity & Inclusion at Verto: Verto is an equal opportunity employer and we value diversity. Anyone seeking employment at Verto is considered based on merit, competence, qualifications and their talent. We are proud to be a truly international team, and we do not discriminate in our hiring process.