Customer Support Representative Job at LemFi (YC S21)

LemFi (YC S21) is building the neobank for African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.

We are recruiting to fill the position below:

Job Position: Customer Support Representative 

Job Location: Lagos
Employment Type: Full-time

Job description

• We are looking for energetic and dedicated Customer Support team members who have a passion for delivering world-class service to customers. If you are interested in joining a fast-paced dynamic team, you will be the first point of contact for customers who want to get the most out of their service. Since you will be representing a global brand, a positive attitude and a bubbly personality are a must-have!
• This is a full-time position. Team members must be available to work (40 hours per week) on a 24-hour rotational work schedule with varying 9-hour shifts from Mondays to Sundays. This does not exclude weekends and holidays.

You Will:

• Assist and troubleshoot with customers via email while maintaining the highest level of courtesy and professionalism.
• Escalate positive outcomes and issues to the team using appropriate channels and be able to work on multiple platforms at once.
• Interact with other team members to improve service quality
• Attend weekly meetings and participate actively to ensure feedback on customer experience is implemented effectively.
• Proactively spot different patterns that affect customers' experience and suggest possible changes to carry out.

Qualifications

• Tertiary education in marketing, communications, business management, or a related field is preferred.
• 1+ years of professional experience working as a customer service specialist, or a similar customer support role.
• Preferred experience working in Fintech or Financial Services
• Experience using Google Apps for business, and CRM software
• Exceptional interpersonal skills, problem-solving skills, communication and collaboration skills. Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.