Customer Success Analyst

TL;DR

Customer Success Analyst (Customer Operations): Supporting financial services customers through escalation management, service performance reporting, and customer data administration with an accent on SLA accuracy, operational analysis, and cross-functional coordination. Focus on resolving complex service issues, maintaining configuration and billing data integrity, and coordinating customer communications across all US time zones.

Location: Hybrid in Belgrade, Serbia; availability for all US time zones and non-standard business hours may be required.

Company

hirify.global is a global financial technology company that helps financial institutions and retailers expand access, improve branch operations, and maximize self-service availability.

What you will do

• Support customer escalations and determine next steps with the appropriate internal teams.
• Prepare standard reports and ensure SLA and customer performance metrics are accurate.
• Maintain customer data integrity for service delivery, billing, reporting, databases, and configurations.
• Manage customer expectations, service requirements, escalation contacts, and communication updates.
• Work with executive service managers, senior service analysts, customer help desks, vendors, and customer teams.
• Communicate SLA requirements and support operational performance across customer locations.

Requirements

• University degree or at least one year of experience in an analytical or customer services role.
• Proficient English in verbal and written communication.
• Availability to coordinate with customers and account teams across all US time zones.
• Strong communication, analytical, technical, organizational, and multitasking skills.
• General computer skills with proficiency in Microsoft Word and Excel.
• Ability to resolve issues urgently, work under pressure, and collaborate with colleagues in multiple locations.

Nice to have

• Experience in NCR Services.
• Knowledge of Salesforce, SAP EDW, Oracle, NCDM, MACC, or Invoice Engine.
• Experience with ACS systems, service operations, policies, or customer contract requirements.

Culture & Benefits

• Private health insurance.
• Life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program.
• Internal career development and advancement opportunities.
• Employee discounts with hirify.global partners.