Customer Success Analyst

About the role

As a Customer Success Analyst you will support major travel agencies and airlines, ensuring payment solutions are easy, seamless, and efficient. You will act as the bridge between customers and internal teams to deliver a superior travel payments experience.

Key responsibilities

• Act as liaison between the Help Desk and Payments teams, ensuring smooth communication and issue resolution.
• Work closely with cross‑functional teams to troubleshoot issues reported by customers.
• Conduct comprehensive assessments of customer payment processes to identify bottlenecks and vulnerabilities.
• Customize payment solutions according to customer specifications.
• Ensure customers comply with industry regulations and data‑security standards.
• Assist in creating internal documentation and training materials.
• Manage customer relationships and serve as the primary point of contact for payment‑related inquiries.
• Deliver training sessions and workshops on payment‑technology best practices.
• Develop, implement, and maintain internal reporting systems to monitor KPIs and operational metrics.
• Identify, design, and implement enhancements to internal workflows to increase efficiency and improve the overall customer experience.

Required profile

• Advanced English level, both verbal and written.
• Understanding of payment processing and related tools.
• Experience in the travel and/or payment industry.
• Knowledge and experience in process improvement.
• Experience in reporting and data analysis.
• Customer‑focused mindset with strong interpersonal skills.
• Strategic and analytical thinking with a willingness to challenge the status quo.
• Ability to manage and prioritize multiple competing tasks.

Required skills

• Knowledge of KYB (Know Your Business) processes.
• Strong Sabre Host/GDS/CRS/PSS skills.
• Familiarity with payment processing tools.

What we offer

• Competitive pay and performance‑based bonuses.
• Flexible work options.
• Comprehensive healthcare coverage.
• Generous PTO and holidays.
• Strong retirement planning support.
• Family‑friendly benefits.
• Professional development opportunities.