• Own regional customer health and outcomes. Drive adoption, customer health, satisfaction, and renewals across a portfolio of customers in your region by leading, coaching, and unblocking a team of Customer Success Managers (CSMs). • Set and scale best practices for customer engagement. Define and continuously improve standards for onboarding, cadence and communication, production planning, risk and issue management, and accountability across your region. • Act as a hybrid player–coach where needed. In earlier stages or in strategic accounts, operate as both a senior CSM and regional leader while the team builds out over time. • Build and manage a high-performing team. Hire, onboard, and develop CSMs; define clear performance criteria; and foster a positive, collaborative culture that aligns with Cockroach Labs’ values. • Drive revenue health in partnership with Sales. Review renewals, expansions, and churn risk on an ongoing basis with account teams; ensure there is a clear plan and ownership for every high-value opportunity and risk. • Standardize tools, templates, and lifecycle programs. Define and maintain a regional customer lifecycle (onboarding → adoption → expansion → renewal) that leverages a standard set of templates, health metrics, and operating mechanisms your CSMs use consistently in the field. • Unblock customers and internal teams. Proactively remove internal barriers that prevent customers from progressing to production, ensuring account teams are supported and directed toward the right technical and operational resources. • Champion cross-functional collaboration. Build strong working relationships with leadership in Product, Education, Support, Sales, and Field Engineering to align on priorities, share customer insights, and influence our roadmap and services.

• Serve as the primary strategic contact for assigned credit union customers • Develop trusted relationships with executive leadership, operational leaders, and key stakeholders • Conduct Quarterly Business Reviews (QBRs) • Create and maintain Success Plans for at-risk and strategic accounts • Drive customer engagement through proactive outreach and relationship-building activities • Act as the voice of the customer internally • Identify customer risks early and coordinate cross-functional efforts to resolve concerns • Monitor customer health indicators and take action before issues impact satisfaction • Help customers maximize utilization of Sharetec products and services • Partner closely with Support, Product, Professional Services, Sales, and Leadership teams

Role Description 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 - 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 - 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 - 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. Qualifications - 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. Benefits - Competitive salary based on your skills and experience; annual merit-based reviews to keep your growth visible and rewarded. - 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. - Fully remote forever + flexible working hours. - Unlimited paid time off + Nigerian national holidays. - Parental, sick, compassionate, and life event leave; we show up for you. - Quarterly remote team hangouts + annual offsite; interest-based communities (SIGs). - Regular engagement surveys; your voice matters. - Health & life coverage in select locations. 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 - First Connect (with the Recruiter) - 30 mins - Let’s talk about your experience, your story, and how you might fit at Quidax. - Technical Chat - 120 mins - Talk us through your real wins, show us how you solve problems, live with the team. - Culture Chat - 45 mins - You get the chance to meet members of our leadership team and y’all can talk shop. Stay connected with Quidax Follow us through LinkedIn and Instagram for the latest updates.

• Du überwachst und analysierst kontinuierlich die Servicequalität (u.a. durch Side-by-Side-Coachings, Silent Monitoring und Ticket-Audits) – sowohl für das Inhouse-Team als auch für das externe Team im Kosovo. • Du bist der primäre Ansprechpartner für das Telefonteam im Ausland, hast die dortigen KPIs stets im Blick (z. B. Erreichbarkeit, Bearbeitungszeit, Kundenzufriedenheit) und stellst sicher, dass unsere Qualitätsstandards und -ziele eingehalten werden. • Du konzipierst und leitest Trainings für das Inhouse-Team bei der Einführung neuer Produkte, Tools oder Prozesse und stellst sicher, dass das Wissen auch an das Telefonteam optimal weitergegeben wird. • Du identifizierst Schwachstellen in den aktuellen Workflows, erarbeitest in enger Absprache mit dem Head of CSM neue Prozesse und optimierst bestehende Abläufe für eine effizientere Customer Journey. • Du pflegst und erweiterst unsere interne Wissensdatenbank (Knowledge Base), damit beide Teams jederzeit Zugriff auf alle aktuellen Informationen haben. • Du erstellst regelmäßige Qualitäts- und Performance-Reports und leitest daraus konkrete Handlungsempfehlungen für den Head of CSM ab.