Service Support Analyst

Remitee, a rapidly expanding fintech company specializing in international payments, is seeking an Service Support Analyst to join our team. This role plays a key part in ensuring smooth operations and delivering an excellent service experience to our clients.
This is a 100% remote position based in Europe, ideally Spain.
Working hours: 3:00 AM to 12:00 PM Argentina time (ART, UTC-3). This is 8:00 to 17:00 in Spain during summer time (CEST) and 7:00 to 16:00 during Winter time (CET).
Key Responsibilities
Provide direct support to our clients by managing and resolving assigned cases.
Ensure a high-quality service experience for all customers.
Collaborate with cross-functional teams to guarantee timely and effective case resolution.
Extract, analyze, and manage information from various databases.
Answer operational questions with transactional data (for example, SLA compliance by payer, rejection times, or false completions), spotting patterns and anomalies along the way.
Identify operational deviations and execute corrective actions.
Analyze available data to improve operational indicators and monitoring dashboards.
Monitor key KPIs and propose new performance metrics for continuous improvement.
What We Are Looking For
Based in Europe (ideally Spain), able to work the schedule described above.
Fluent in Spanish and English (spoken and written).
Strong problem-solving skills.
Ability to work independently and exercise sound judgment with minimal real-time supervision, especially during early-morning hours.
Strong analytical skills and a good eye for detecting patterns in data.
Excellent interpersonal skills and teamwork.
Minimum of 2 year of experience in similar roles. Experience in fintech, payments, or banking operations is a plus.
Knowledge of SQL (mandatory) to extract and analyze transactional data, and Power BI (mandatory).
Experience with ticket management tools (Jira).

Work arrangement
Yes