First Circle
FinTech
CustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Analyst at First Circle. Skills: Customer Support, Data Analysis, Communication. Handle escalated customer inquiries. Analyze support data”
What You'll Achieve.
Improvement of customer service processes; Inform product and service improvements; Ensure adherence to quality standards
Industry & Context.
analytical and problem-solving proficiency
Willingness to work flexible hours, including weekends and holidays
What They're Looking For.
Must Have
3-5 years of experience in customer support or a related role, Excellent English written and verbal communication skills, Ability to multitask, prioritize, and manage time effectively, High attention to detail
Nice to Have
analytical and problem-solving proficiency in Excel, SQL, or support analytics tools
What You'll Do.
Handle escalated customer inquiries
Contribute to process improvement
Serve as point of contact for escalated issues
Track key performance indicators
Develop and maintain documentation
Monitor and report customer feedback
Participate in system and process audits
Assist with onboarding and training
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Product, Engineering, and Operations teams
Communication Scope
Excellent English written and verbal communication skills
Full Job Description
**First Circle** is the fastest growing FinTech company in the Philippines. We are dedicated to building financial tools that empower businesses to work smarter, move faster, and stay ahead of the curve. Our dynamic and fast-paced environment offers opportunities to collaborate with experienced professionals who are redefining the future of SME finance. We are currently looking for an analytical, tech-savvy, detail-oriented, and customer-focused **Customer Support Analyst** to join our support team.**In this role, you will mainly handle escalated customer inquiries through call, chat, email, and social media channels, while also analyze support data, identify trends, and contribute to the improvement of customer service processes,** At First Circle, our commitment to excellent, relationship-driven customer service remains at the heart of everything we do. Explore our Google reviews to see the impact we’re making - and if you’re ready to contribute to that success, we’d love to work with you. ### **Responsibilities** * **Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.** * Track key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores. * Analyze customer support data to identify trends, root causes, and opportunities for process improvement. * Develop and maintain comprehensive documentation for support procedures and training materials. * Monitor and report on customer feedback to inform product and service improvements. * Participate in system and process audits to ensure adherence to quality standards. * Assist with onboarding and training of new support team members as needed. * Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer issues and drive improvements. **Requirements** * **Years of relevant experience: 3-5 years of experience in customer support or a related role.** * Excellent English writte
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