Customer Success Analyst

About Quidax

Quidax is where crypto meets limitless possibilities. We’re making digital asset access effortless for individuals, businesses, and fintechs in Africa. Our goal? Providing real value for our customers while driving the future of Finance.

About the Role

We are looking for a Customer Success Analyst to help deliver a fast, reliable and valuable experience to Quidax customers across both fiat and crypto transactions. This role will sit at the intersection of customer support, customer operations and customer retention; helping customers resolve issues quickly, stay engaged with the product and get more value from their experience over time.

This is a great role for someone who enjoys solving customer problems, spotting patterns in behavior and turning customer feedback and data into actions that improve experience, trust and long-term customer value.

What You’ll Be Owning

Customer Support and Issue Resolution

Within your first 60- 90 days:

• Own customer issues across fiat and crypto transactions from first contact to resolution, ensuring customers get timely, accurate, and empathetic support..

• Handle account, transaction, verification and product related queries while meeting agreed SLA and quality expectations.

Customer Health, Behaviour and Insight Tracking

Within your first 180 days:

• Track recurring customer pain points, onboarding drop-offs, inactivity patterns and repeat complaints that may signal churn or low engagement.

• Contribute to customer health and retention reporting by turning support interactions and behavioural patterns into useful insights.

• Help the team understand which customer segments need more support, education or intervention to stay active and successful on Quidax.

Product, Operations and Customer Excellence

Within your first 60 - 90 days:

• Surface bugs, transaction failures, recurring complaints, and operational gaps quickly and clearly to the right internal teams.

• Work closely with Product, Engineering and Compliance to investigate customer-impacting issues and move them to resolution.

• Contribute to improvements in workflows, support content, SOPs and internal documentation based on recurring customer friction.

Biggest Challenges You’ll Tackle

• Balancing fast, high-quality support with more proactive retention work in a business where customer issues can be urgent, technical and time-sensitive.

• Connecting the dots between support conversations, customer behaviour and churn risk so we can understand why customers disengage and what to improve.

• Helping rebuild customer confidence after poor experience by not just resolving issues, but also improving trust, clarity and the likelihood that customers continue using Quidax.

What We’re Looking For

• 2+ years cognate experience in customer support, customer success or customer operations, ideally in fintech, crypto, payments, banking or other regulated environments.

• Strong written and verbal communication, sound judgement and the ability to handle customer issues that require investigation, follow-through and clear coordination across teams

• A proactive customer-minded approach with the ability to spot patterns, surface useful insights, and contribute to retention, customer experience, and process-improvement work beyond day-to-day ticket handling.

• You’re comfortable handling customer problems that involve transactions, timelines, multiple moving parts and some investigation.

• You’re comfortable working with data; sorting, cleaning, analysing and using support or transaction data to spot patterns, track issues and support decision making.

Reporting Line

This role reports to the Customer Success Team Lead and works closely with the Customer Success team on support delivery, retention initiatives, issue resolution and customer experience improvements.
This role will also collaborate regularly with Product, Engineering, Compliance and Operations to investigate customer issues and improve the customer journey over time.

Why Quidax

At Quidax, we’re building the future of finance in Africa through crypto. You’ll have the freedom to innovate, the space to lead, and the backing to build something that truly scales. If you’re ready to build an engineering org that delivers excellence at scale, let’s talk.

What’s In It For You
When you join Quidax, you’re not just taking a job, you’re jumping into a community that’s bold, remote-first, and building for the future. Here’s what you get:

💰 Fair Pay + Ownership

• Competitive salary based on your skills and experience; annual merit-based reviews to keep your growth visible and rewarded

🚀 Growth That’s Real

• Annual performance reviews + clear promotion cycles; recognition for great work, from shoutouts to milestone rewards

• Personal development fund (courses, books, conferences); study leave so you can keep learning

🧘🏾 Work That Works For You

• Fully remote forever + flexible working hours

❤️ Time Off That Respects Life

• Unlimited paid time off + Nigerian national holidays

• Parental, sick, compassionate, and life event leave; we show up for you

🌍 Connection That Feels Real

• Quarterly remote team hangouts + annual offsite; interest-based communities (SIGs)

• Regular engagement surveys; your voice matters

• Health & life coverage in select locations

TL;DR:
You’ll do meaningful work, grow fast, and have the flexibility to live your best life — all while building something big with people who care.

Let’s build the future of finance together 💜

How to apply:

We love seeing applications that speak directly to us. It’s easy for your application to get lost in a sea of generic ones, especially when we’re sorting through dozens of them. So, make yours stand out! Show us your personality, your passion, and why you’re the perfect fit. We appreciate the effort it takes to create something thoughtful and unique.

If you make it through to the next stage, you’ll likely get a pre-interview questionnaire. Think of it as a chance to show us how you’d approach the challenges we face here at Quidax. Imagine you’re already part of the team and walk us through your thought process as you tackle the problems we throw your way.

What our hiring process looks like

It’s a three-step process.

✅ 1. First Connect (with the Recruiter) - 30 mins
Let’s talk about your experience, your story, and how you might fit at Quidax.

✅ 2. Technical Chat - 120 mins
Talk us through your real wins, show us how you solve problems, live with the team.

✅ 3. Culture Chat - 45 mins

You get the change to meet members of our leadership team and y’all can talk shop.

Stay connected with Quidax through LinkedIn and Instagram for the latest updates.