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Customer Success Associate at Yellow Card, Remote

As a Customer Success Associate (CSA), you will be responsible for supporting a portfolio of customer accounts across Payments API, Treasury Portal, and OTC products. You will blend proactive relationship management with high-level technical troubleshooting to ensure customers realize maximum value from our solutions. Your role is to act as a primary point of contact, ensuring a seamless customer experience while identifying opportunities for growth and retention.

Success in this role is measured by your ability to resolve issues efficiently, drive product adoption, and anticipate partner needs before they become critical issues. You will report directly to the Head of Customer Success under the Global Payments department.

What You’ll Do

• Account Support & Relationship Management: Serve as a point of contact for assigned customer accounts, providing proactive engagement and ensuring high levels of satisfaction.
• Issue Resolution & Troubleshooting: Investigate, troubleshoot, and resolve customer issues across email, chat, and other channels, ensuring a high bar for support performance.
• Account Health Monitoring: Monitor account health—including adoption, activity, and support tickets—and act swiftly to mitigate risks of churn.
• Stakeholder Communication: Manage, prioritize, and respond to customer inquiries and escalations, communicating with internal and external stakeholders in a tactical and insightful manner.
• Product Guidance: Guide customers through tailored best-practice sessions to enable them to confidently use Yellow Card products to drive their business outcomes.
• Operational Excellence: Log, track, and manage customer issues in the shared B2B depository, maintaining clear documentation of interactions, escalations, and success plans.
• Collaborative Growth: Work closely with Product and Sales teams to channel customer insights into development priorities and identify upsell or cross-sell opportunities.

What We Are Looking For

• Mission Driven: Motivated by Yellow Card’s mission to create a seamless support and success experience for our global customer base.
• Relevant Experience: Minimum of 3 years of relevant experience in financial services, crypto, technology, customer support, or account management.
• Technical Literacy: Experience managing or supporting API-driven and technical product accounts.
• Communication Skills: Phenomenal communication skills (reading, writing, and speaking in English) to operate globally across multiple departments.
• Adaptability: Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization, including working defined shifts as required.
• Analytical Ability: Able to assess data on account health, transaction volumes, and customer trends.

What Would Make You Stand Out

• Experience with compliance, payments, fraud, or account access.
• Familiarity with designing and implementing scalable processes in customer-facing roles.

What We Offer

• Impactful and Purposeful Work: You will be helping to drive financial inclusion across Africa.
• Remote-First Flexibility: We embrace a fully remote work environment.
• Global & Diverse Team: You will have the opportunity to work with talented professionals from 25+ countries across the world, in a multicultural and collaborative environment.
• Learning & Development: Access to resources, support, and autonomy to grow professionally.
• Mental Health Support Services: Your mental well-being matters to us.
• Compensation & Benefits: We offer competitive compensation and meaningful health coverage, and all full-time employees are participants in our stock option plan

Ready to Join Us?

Are you up for the challenge? Apply today and be part of shaping the future of FinTech. Let’s innovate, disrupt, and lead together!