About Us
Longbridge is a fast-growing online brokerage platform on a mission to make investing smarter, simpler, and more accessible for everyone. We combine technology, data, and financial expertise to deliver a modern investing experience to retail investors.
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.
This is an ideal opportunity for early-career professionals (1–3 years of experience) looking to build a long-term career in fintech, brokerage operations, or financial services. You’ll gain hands-on exposure to trading workflows, account onboarding, and regulatory processes while working cross-functionally with our Operations, Compliance, and Product teams.
We’re looking for someone who is customer focused, detail-oriented, and energized by fast-paced environments.
Key Responsibilities:
Customer Experience & Brokerage Support
- 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.
Operations & Compliance Support
- Ensure accuracy and completeness in documentation and customer records.
- Maintain strict adherence to regulatory and internal policy standards.
Knowledge & Process Improvement
- 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:
- 1–3 years of experience in financial services, fintech, or customer support.
- 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.
