Merchant Support Analyst

About us: We believe the next generation of financial services will be powered by stablecoins. Founded in 2021, our mission at BVNK is to accelerate global money movement. We’re building stablecoin-native infrastructure so businesses can move value instantly across borders and networks. With global licenses and T1 bank partnerships, we facilitate billions in transactions for enterprise clients like Worldpay, Deel, LianLian Global, and Rapyd. Our technology is transforming how businesses operate globally by eliminating payment delays, reducing costs, and unlocking trapped capital. We’re a diverse team spread across EMEA, North America, and APAC, with a shared belief that stablecoins are the new infrastructure layer for financial services, and that BVNK is at the forefront of this shift. In 2025, we secured strategic investment from Visa, following our $50 million Series B with Haun Ventures, Coinbase Ventures, Scribble Ventures, DRW Venture Capital, Avenir, and Tiger Global. With the backing of these leading investors, we’re accelerating our growth – and we're looking for smart, ambitious people to help us build the future of financial services. We're incredibly honored to have made Newsweek's list of The Top 100 Global Most Loved Workplaces three years running (most recently in 2025) and to have been recognised by LinkedIn as one of the Top 20 Startups in the UK in 2024. About this role in the team: BVNK is seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst . This role reports directly to the Customer Support Manager but will work closely with other functions within the business. This role will require a high level of initiative, attention to detail as well as expertise in onboarding, KYC, payments and customer service, and will work closely with Account Managers, Risk, Operations, Management and other Compliance functions. Due to our expanding business, there is an increased demand for customer query resolution, as well as the management of new client onboarding. This role will form part of the team in Cape Town, and will work closely with the Account Managers, Risk, Operations, Management and other Compliance functions. Key Areas of Responsibilities: Manage incoming queries received from global customers and provide prompt support. Maintain a positive, empathetic, and professional attitude toward customers at all times. Investigate, troubleshoot and solve customer queries in a prompt manner. Communicate with customers through multiple channels and platforms. Have an extensive knowledge of our products, particularly from a customer perspective. Exceed customer expectations by going above and beyond. Communicate and coordinate with colleagues as necessary. Provide feedback on the efficiency of the customer service process. Demonstrate knowledge and use of departmental resources, policies and procedures. Use customer service tools in order to provide an accurate response and an exceptional customer experience. Escalate customer issues appropriately and correctly. Proactively communicate system- and process-issues, as well as customer feedback trends to management. Moderate incoming customer reviews and respond promptly to reviews in order to resolve Manage multiple tasks at the same time and work closely with various departments to resolve outstanding issues. Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner. To review documents and immediately flag any customer as high risk if any discrepancies arise using rights to Onfido. Be actively involved with industry news, conferences, and events and thus being a credible ambassador for the business in all dealing with clients What we need from you: 1-2 years experience in the customer service industry ideally within fintech A successful track record for managing relationships and maintaining business relations. Experienced in successfully managing multiple project