Fintech Customer Support Specialist

Role Overview


This role is ideal for someone with strong communication skills, technical curiosity, and a passion for delivering exceptional customer experiences. You’ll handle real-time interactions, resolve user issues, support operational improvements, and work closely with cross-functional teams to ensure customer satisfaction at every touchpoint.


Key Responsibilities


Provide prompt, professional support to users via email, live chat, phone, and social media.
Troubleshoot wallet issues, payment delays, or account-related concerns.
Escalate product or technical issues to the appropriate teams, ensuring fast resolution.
Maintain accurate records of customer interactions and case resolutions using CRM tools.
Identify recurring issues and contribute to the improvement of support workflows and self-help content.
Stay updated on product changes and proactively share insights with customers.
Act as an escalation point for sensitive user concerns, offering strategic guidance and resolution.
Collaborate with internal teams to enhance FAQs, help centre articles, and internal support materials.


Requirements


Minimum of 2 years of customer support experience, preferably in the Fintech or Crypto Space.
Prior experience using CRM tools.
Excellent written and verbal communication in English.
Customer-first mindset with strong problem-solving skills.
Ability to multitask and prioritize in a fast-paced, startup environment.
Familiarity with blockchain concepts and digital wallets is an added advantage.
Proficiency in Microsoft Office and strong attention to detail.
Must be based in Lagos, Nigeria.
Comfortable working in a hybrid setup (remote and onsite).
Willingness to work shifts, weekends, or public holidays, when necessary.