CUSTOMER SUPPORT ANALYST MULTIGATE PAYMENTS LIMITED | ANALYST JOBS IN LAGOS

About Company:

Multigate is a financial services platform company that provides institutions with access to safe and secure treasury and liquidity management systems. Founded in 2017, Multigate is focused on providing simplified solutions that unravel the complex payment and cash management challenges encountered by enterprise corporates in emerging markets.

Job Description:

• Multigate is looking for a highly responsive, detail-oriented, and solution-driven Customer Support Analyst to strengthen service reliability and client experience across our treasury, cash management, and cross-border payment solutions.
• This role is responsible for managing day-to-day client support interactions, resolving technical and non-technical issues, and coordinating internal teams to ensure timely and effective issue resolution. The role focuses on operational excellence, structured case management, and consistent service delivery across the customer lifecycle.
• The ideal candidate is customer-centric, analytical, and thrives in a fast-paced fintech environment where precision, accountability, and proactive communication are critical to success.

Mission for this Role

• To deliver timely, accurate, and high-quality support to internal and external clients by resolving issues efficiently, coordinating cross-functional stakeholders, and contributing to continuous service improvement across all Multigate solutions.

Key Outcomes:

• Service Delivery Excellence: Maintain agreed SLA compliance on ticket response and resolution timelines.
• Issue Resolution Effectiveness: Resolve the majority of assigned tickets within agreed turnaround times while minimizing repeat incidents.
• Cross-Functional Coordination: Ensure seamless collaboration between Support, Solutions Delivery, Product, Compliance, and Engineering teams to resolve client issues.
• Client Satisfaction: Maintain high CSAT performance through clear communication, professionalism, and solution-oriented engagement.
• Operational Accuracy: Ensure complete documentation of cases, root causes, and resolutions within CRM and ticketing systems.
• Process Improvement Contribution: Identify recurring issue patterns and recommend workflow or product improvements

Competencies (Must-Have Skills & Behaviors):

• Customer-Centric Mindset – Strong commitment to delivering reliable, empathetic, and professional client support.
• Problem-Solving & Analytical Thinking – Ability to investigate issues, identify root causes, and follow through to resolution.
• Structured Case Management – Skilled at managing multiple tickets while maintaining SLA discipline and documentation accuracy.
• Technical Fluency – Basic understanding of APIs, payment flows, reconciliation processes, and system integrations within fintech environments.
• Clear Communication – Ability to communicate technical and non-technical information clearly to clients and internal stakeholders.
• Execution Discipline – Strong follow-through, time management, and prioritization skills in a fast-paced environment.

Cultural Alignment (Values Fit):

• Customer Obsession – Prioritizes client trust and long-term satisfaction.
• Excellence in Action – Maintains high standards of responsiveness and accuracy.
• Agility & Innovation – Adapts quickly to evolving products and regulatory environments.
• Trust & Accountability – Takes ownership of assigned cases through to resolution.
• Collaboration & Ownership – Works effectively across teams to remove blockers and

Requirements:

Salary

Application Closing Date: Not specified

Application Instructions:

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