Client Success Analyst
N3XT is a full-reserve bank offering an instant USD payment network for B2B transactions. It uses blockchain technology to enable programmable, real-time settlement of dollar payments, serving businesses that need faster, more transparent cross-border and domestic B2B payments.
Funding
Investors
Projects
About N3XT
N3XT provides a new standard for B2B payments through an instant USD payment network built on blockchain technology, operating within the secure and regulated environment of a U.S. Bank. The platform enables 24/7 liquidity, programmable payments that execute automatically when conditions are met, and full transparency by publishing all securities in its portfolio daily. All deposits are held in cash and liquid government treasury instruments with no lending, and all counterparties complete full KYC verification to reduce fraud risk. N3XT serves businesses engaged in B2B transactions, including buyers seeking reduced transaction costs and immediate payments to suppliers, and sellers seeking immediate access to capital and lower fees.
Skills
About the Role
You will be the front line of support for N3XT's client base, handling inquiries across multiple channels including email, chat, and Intercom. You'll take ownership of client support requests spanning product questions, system issues, onboarding, and payment matters, while working closely with teams across Compliance, Bank Operations, Business Development, and Engineering to fully support clients. You'll help define and streamline the client onboarding process, and support client and vendor integration efforts using API technologies alongside software engineers and technical teams, including testing, certification workflows, and go live support. You'll periodically test new and existing versions of the N3XT application and APIs to catch issues early, working directly with engineering teams on debugging. You'll also contribute to public documentation such as FAQs, user guides, and API documentation, and help drive broader process improvement and automation initiatives.
Requirements
- Bachelor's degree or 1-3 years of experience working in a customer support integration or onboarding role
- Previous experience working in banking financial services or fintech is a plus
- Previous experience working with Intercom is a plus
- Previous experience working with KYC/Onboarding systems and processes is a plus
- Experience working with or knowledge of APIs is a plus
- Experience working with AI tools to solve technical problems is a plus
- Basic scripting and/or query experience is a plus
- Strong desire to continuously improve on and automate manual and repetitive tasks
- Entrepreneurial in nature with a desire to work independently on high value work
- Previous startup experience is a plus
Responsibilities
- Provide front line multi-channel support for the client base via email chat and Intercom
- Manage the full lifecycle of client support inquiries including product questions system issues onboarding and payment issues
- Collaborate with Compliance Bank Operations Business Development and Engineering teams to support clients
- Assist in defining and streamlining the client onboarding process across new and existing client segments
- Support client and vendor integration efforts using API technologies with engineers and technical teams
- Maintain the client integration process including testing certification workflows and go live support
- Identify application issues through periodic testing of new and existing application and API versions
- Assist engineering teams in debugging identified issues
- Create and maintain public documentation such as FAQs user guides and API documentation
- Support process improvement and automation efforts