Customer Support Specialist

Our client is a high-growth fintech company building the next generation of payment infrastructure across Africa. Their mission is to make money movement seamless inclusive and scalable across borders. They operate at the intersection of financial innovation and real-world impact empowering businesses and consumers with tools to thrive in a rapidly digitizing economy.

Role Overview

As the Customer Support Specialist you will be the first port of call and beacon of trust of all our clients customers. Cross-border payments and crypto trading is inherently complex with your role being to ensure that fast accurate and empathetic assistance is provided.

You will be instrumental in resolving real-world financial friction points for businesses and individuals moving beyond routine ticket closure. Your objective is to resolve and predict potential frustrations to create seamless customer experience ensuring that every interaction consistently reinforces our clients reputation for reliability and security. You will collaborate closely with their Product Trading and Engineering teams to champion requirements based on feedback and identified friction points to contribute to the refinement of their platform and service.

Job Type: Full-time

Location: Cape Town

Workplace: Hybrid

Requirements

• Experience: 3 years of experience in Customer Support preferably within Fintech Banking or a high-growth SaaS startup.
• Communication: Exceptional written and verbal communication skills in English. You can explain complex financial concepts in simple human terms.
• Tech-Savviness: Proficiency with support tools (e.g. Zendesk Intercom Freshdesk) and a quick aptitude for learning new internal dashboards. A basic understanding of how APIs and payment gateways work.
• Problem Solving: A detective mindset. You are comfortable investigating why a transaction failed rather than just reading from a script.
• Empathy and patience: A deep genuine desire to help people. You remain calm and courteous under pressure.

Responsibilities

Customer Support Setup

• Define support journey experience and interaction channels
• Get up to speed with services existing user flows and available tools to provide effective support
• Work with executives and Product Team to define customer support hot spots and design routing framework and processes (e.g. escalation framework)
• Define customer support requirements and collaborate with product to implement requirements
• Create training materials and guidelines
• Define support KPIs

Frontline Support & Problem Solving

• Manage incoming queries across multiple channels (e.g. email social media in-app chat) with speed and precision.
• Troubleshoot complex transaction issues including cross-border payment delays FX rate inquiries and wallet funding errors.
• Guide users through the onboarding process including KYC (Know Your Customer) verification and compliance requirements.
• Identify and route issues to appropriate functions within the business
• Actively track and report on KPIs

Trust & Security

• Act as the first line of defense in identifying suspicious activity or potential fraud escalating to the Legal & Compliance team when necessary.
• De-escalate sensitive situations involving failed transactions or blocked accounts with high emotional intelligence and professionalism.

Product Advocacy & Education

• Educate target users on platform navigation and how to maximise our clients features
• Maintain and update the internal knowledge base and public-facing Help Center/ Q&As to ensure information is up to date and correct.

Feedback Loop

• Categorise user feedback and bug reports systematically to provide the Product Team with actionable insights.
• Identify recurring trends in user issues to recommend structural improvements to our platform.

Future Growth

• Lead a team of customer specialists/analysts as the business scales
• Lead training and upskilling of customer success team to meet target KPIs
• Play an advisory role to influence/inform product roadmap enhancement prioritisation and growth hacking

Benefits

• Mission-Driven Work: The opportunity to work on solving cross-boarder payments in Africa.
• Connecting us to the world and the world to us.
• Competitive Compensation: A salary package that matches your expertise and the market rate.