Customer Support Analyst

Longbridge Group•Dallas, TX

48d

About The Position

Join Longbridge’s U.S. team and help shape a best-in-class customer experience for retail investors. As a Customer Support Analyst, you will be on the front lines of our brokerage platform—supporting customers and ensuring operational excellence. We’re looking for someone who is customer focused, detail-oriented, and energized by fast-paced environments.

Requirements

Relevant customer support experience in financial services, fintech.
Excellent written and verbal communication skills with a strong customer-first mindset.
High attention to detail and strong organizational skills.
Ability to quickly learn brokerage terminology, trading concepts, and operational workflows.
Process-driven, adaptable, and comfortable working in a fast-paced environment.
Professional demeanor when handling customer-facing interactions.

Nice To Haves

Experience using Zendesk or similar ticketing/customer service systems.
Exposure to brokerage operations, trading environments, or financial regulations.
Familiarity with KYC/AML processes or account onboarding workflows.

Responsibilities

Deliver timely, accurate, and professional responses to customer inquiries via Zendesk (email, chat, and phone).
Triage and resolve tickets related to account opening, funding (ACH/wires), trade status, and platform navigation.
Meet and exceed SLAs and quality standards to ensure a consistently high customer experience.
Escalate complex trading, compliance, regulatory, and technical issues to appropriate internal stakeholders.
Serve as a trusted resource for customers navigating brokerage and trading-related questions.
Ensure accuracy and completeness in documentation and customer records.
Maintain strict adherence to regulatory and internal policy standards.
Contribute to the development and maintenance of internal knowledge bases and support documentation.
Promote knowledge-sharing across teams to improve resolution efficiency.
Identify process gaps and recommend improvements to enhance scalability and customer satisfaction.