Customer Support

About the role

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.

Key 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.

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 Have

• 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.