The Customer Success Analyst supports Customer Success by improving the quality, speed, and consistency of merchant support through (1) strong knowledge-base ownership, (2) structured technical triage, and (3) internal enablement. This role sits close to day-to-day support operations and works with Commercial, Product, and Engineering to ensure merchants and internal teams can adopt PayMongo's products smoothly.
This is a junior role intended for early-career candidates who are comfortable learning technical concepts quickly and translating them into practical guidance, documentation, and repeatable support workflows.
Key Responsibilities
1. Knowledge base and documentation (ownership and upkeep)
- Maintain and continuously improve customer-facing knowledge bases, including developer documentation and support articles.
- Turn recurring tickets into clear articles, troubleshooting guides, and internal runbooks.
- Ensure documentation stays aligned with current product behavior (release changes, edge cases, known limitations).
- Enforce documentation standards: structure, tone, screenshots/examples, and versioning discipline.
2. Technical support and L2 triage (daily execution support)
- Support the Customer Support team with technical triage for API-related and integration-related inquiries.
- Reproduce issues using logs, dashboards, merchant configurations, and test environments where applicable.
- Prepare structured escalation packages for Engineering (clear problem statement, repro steps, timestamps/IDs, expected vs actual behavior, impact).
- Maintain a backlog of recurring technical issues and propose fixes that reduce ticket volume.
3. Internal enablement and training
- Partner with CS leadership to build lightweight training modules that improve technical support competency (API basics, common error patterns, configuration checks).
- Run periodic refreshers for frontline agents and create quick-reference guides for new launches and changes.
- Support onboarding for new CS team members on the technical aspects of PayMongo products.
4. Merchant and commercial support (as-needed)
- Support Commercial teams during pre-sales or key merchant engagements by preparing technical FAQs, solution briefs, and integration guidance.
- Consolidate merchant/developer feedback and convert it into structured inputs for Product (what's unclear, what breaks, what causes friction).
Minimum Qualifications
- 02 years of experience in a customer-facing operations, support, analytics, or technical role; fresh graduates with strong technical aptitude are welcome.
- Comfortable with technical concepts related to APIs and web applications (requests/responses, auth concepts, error codes, basic debugging mindset).
- Strong writing ability: can produce clear documentation that is easy to follow and reduces repeat questions.
- Strong problem-solving and attention to detail; can work through ambiguity without losing rigor.
- Communicates clearly across internal stakeholders (CS, Commercial, Product, Engineering) and external stakeholders (merchant developers).
Preferred Qualifications
- Experience supporting API integrations, SDKs, or developer tooling in a support or implementation context.
- Familiarity with basic web technologies (HTTP, JSON, webhooks) and ability to use tools like Postman or similar.
- Experience maintaining knowledge bases (Help Center platforms, internal wikis, documentation tools).
- Basic understanding of software delivery workflows (issue tracking, release notes, bug triage).
- Interest in fintech, payments, and how transaction lifecycles work in practice.
