Support Business Analyst

Lendscape is a provider of a platform suite serving clients across multiple regions. The Support Business Analyst serves as the primary contact for client support inquiries, investigating and resolving software, process, data, and platform-related issues while coordinating with internal teams. The role also analyzes root causes, communicates with stakeholders, and supports operational and service excellence.

Responsibilities:

• Serve as the primary point of contact for client support inquiries across the Lendscape platform suite
• Monitor, prioritize, and take ownership of support cases from intake through resolution, ensuring timely follow-up
• Investigate, troubleshoot, and resolve software, process, data, and platform-related issues
• Escalate complex issues to Product, Engineering, or other internal teams with clear documentation and business context
• Meet or exceed established service level agreements (SLAs), support metrics, and quality standards
• Communicate proactively with clients on case status, troubleshooting progress, and resolution timelines
• Identify recurring client challenges and support trends, escalating insights to Account Managers and leadership
• Partner closely with Account Managers to ensure consistent, seamless client experience
• Share client feedback with Product, Engineering, and Implementation teams to support continuous improvement
• Contribute to internal knowledge articles, process documentation, and support best practices
• Analyze reported issues to determine whether the root cause is related to business processes, data integrity, system configuration, user training, or product functionality, and take appropriate action or escalation path
• Maintain accurate, timely documentation within ticketing, case management, and CRM systems
• Support departmental goals, strategic initiatives, and help foster a culture of accountability and service excellence

Requirements:

• 3+ years of experience in factoring, invoice finance, asset-based lending (ABL), commercial finance, or a related financial services environment
• Experience supporting clients in a SaaS, fintech, financial software, or technology-enabled business environment
• Strong analytical and troubleshooting skills, with excellent written and verbal communication
• Experience using ticketing or case management platforms such as Jira Service Management, ClickUp, or Salesforce
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Working knowledge of SQL, application logs, or system diagnostics
• Demonstrated ability to analyze and distinguish between business process, technical, and data-related issues to determine root cause and identify the appropriate resolution or escalation path
• Ability to support clients across multiple regions and adapt to varying business needs, priorities, and operating hours
• Experience supporting Lendscape or other commercial lending technology platforms
• Knowledge of lending operations, collateral management, or accounts receivable financing
• Experience working within SLA-driven support environments and collaborating with Product, Engineering, and Operations teams to resolve client issues