Customer Support Rep

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Act as the main point of contact for users across various channels, addressing inquiries with clarity, patience, and speed.

• Assist users through the onboarding process, including account setup and KYC verification, while resolving any documentation or submission errors.

• Aid customers in executing banking actions such as deposits, withdrawals, transfers, and currency conversions.

• Provide support for users regarding profile management, security settings, rewards, and other account functionalities.

• Troubleshoot issues related to virtual cards, including activation, declines, pending transactions, pay-ins, and payouts.

• Clarify and simplify compliance procedures such as AML checks, account holds, and risk flag notifications.

• Offer specialized assistance for high-risk transactions, compliance inquiries, and advanced troubleshooting needs.

• Detail product features, terms, and risks associated with investment and savings products.

• Aid users in understanding portfolio reports, calculating returns, and assessing balance discrepancies.

• Serve as an internal liaison for matters involving third-party partners (e.g., payment or stablecoin integrations).

• Escalate technical, financial, or compliance-related issues to the appropriate teams and ensure thorough follow-up.

• Share insights from customers to help enhance product features and service processes.

• Contribute to the development and refinement of customer support workflows, documentation, and standard operating procedures.

• Meet or surpass SLAs, encompassing response times, resolution times, and CSAT targets.

• Handle customer data and sensitive information with precision and strict adherence to compliance.

• Uphold professionalism, sound judgment, and calm communication, particularly during incidents related to risk or fraud.

⛳️ Requirements

• Strong aptitude for troubleshooting issues across financial applications, platforms, and mobile/web interfaces.

• Solid understanding of deposits, transfers, KYC processes, payment flows, and basic AML/fraud compliance.

• Exceptional written, verbal, and non-verbal communication skills with keen attention to detail.

• High emotional intelligence and professionalism when addressing customer inquiries or receiving feedback/criticism.

• Customer-centric approach, ensuring customer concerns are fully resolved with care and accuracy.

• Strong problem-solving abilities, with a knack for developing effective strategies that enhance overall service quality.

• Capability to manage multiple tasks, maintain organization, and make sound decisions in high-pressure situations.

• Goal-oriented and results-focused work ethic.

• Meticulous handling of sensitive user data and transaction details.

• Proven capacity to remain calm and exercise sound judgment during high-risk or compliance-related events.

• Maximum of three years of cumulative experience in a customer support or customer success role.

• Experience with CRM tools (e.g., Intercom, Zendesk, or similar platforms).

🏝️ Benefits

• Health Insurance

• Training Budget

• Team building events

• Growth Opportunities

• Paid Time Off