Customer Support Analyst (Dallas)

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.