Job Description

About the Role

The Support Business Analyst is the primary point of contact for client support inquiries across the Lendscape platform suite, supporting clients across multiple regions as business needs require. This role is responsible for triaging, analyzing, troubleshooting, and resolving software, process, and data-related issues while serving as a liaison between clients, Operations, Product, Sales, and Engineering teams. The ideal candidate combines commercial finance and factoring knowledge with strong analytical and problem-solving skills to identify root causes, communicate effectively with stakeholders, and ensure timely resolution escalation of issues.

Key Responsibilities

Client Support & Issue Resolution

• Serve as the primary point of contact for client support inquiries across the Lendscape platform suite.
• Monitor, prioritize, and take ownership of support cases from intake through resolution, ensuring timely follow-up.
• Investigate, troubleshoot, and resolve software, process, data, and platform-related issues.
• Escalate complex issues to Product, Engineering, or other internal teams with clear documentation and business context.
• Meet or exceed established service level agreements (SLAs), support metrics, and quality standards.

Client & Cross-Functional Partnership

• Communicate proactively with clients on case status, troubleshooting progress, and resolution timelines.
• Identify recurring client challenges and support trends, escalating insights to Account Managers and leadership.
• Partner closely with Account Managers to ensure consistent, seamless client experience.
• Share client feedback with Product, Engineering, and Implementation teams to support continuous improvement.
• Contribute to internal knowledge articles, process documentation, and support best practices.
• Analyze reported issues to determine whether the root cause is related to business processes, data integrity, system configuration, user training, or product functionality, and take appropriate action or escalation path.

Operational Excellence

• Maintain accurate, timely documentation within ticketing, case management, and CRM systems.
• Support departmental goals, strategic initiatives, and help foster a culture of accountability and service excellence.

Requirements

Required

• 3+ years of experience in factoring, invoice finance, asset-based lending (ABL), commercial finance, or a related financial services environment.
• Experience supporting clients in a SaaS, fintech, financial software, or technology-enabled business environment.
• Strong analytical and troubleshooting skills, with excellent written and verbal communication.
• Experience using ticketing or case management platforms such as Jira Service Management, ClickUp, or Salesforce.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Working knowledge of SQL, application logs, or system diagnostics.
• Demonstrated ability to analyze and distinguish between business process, technical, and data-related issues to determine root cause and identify the appropriate resolution or escalation path.
• Ability to support clients across multiple regions and adapt to varying business needs, priorities, and operating hours.

Preferred

• Experience supporting Lendscape or other commercial lending technology platforms.
• Knowledge of lending operations, collateral management, or accounts receivable financing.
• Experience working within SLA-driven support environments and collaborating with Product, Engineering, and Operations teams to resolve client issues.

Benefits

• Private Medical Insurance
• Private Dental Insurance
• Private Vision Insurance
• Unlimited PTO