A leading fintech company is currently recruiting for the position of Customer Support Representative (Entry-Level) to join its remote support team serving customers across Nigeria.

Job Title: Customer Support Representative
Location: Remote (Lagos-based operations)
Employment Type: Full-Time
Experience Level: Entry-Level (1–3 years)
Industry: Fintech
Salary: ₦350,000 Net Monthly

Role Overview
The Customer Support Representative serves as the first point of contact for users across the company’s financial products. The role is responsible for assisting customers through onboarding, payments, virtual card usage, and investment services, while ensuring timely resolution of issues and delivering a consistently high-quality customer experience.

Key Responsibilities

Customer Support & Issue Resolution
• Respond promptly to customer inquiries via live chat, email, and other channels
• Guide users through onboarding processes, including account setup and KYC verification
• Assist with deposits, withdrawals, transfers, and currency conversions
• Support users with account management, security settings, and product features
• Troubleshoot issues related to virtual cards, transactions, and payments
• Explain compliance processes such as AML checks, account restrictions, and risk alerts
• Handle escalations and complex customer issues with professionalism

Product Knowledge & Advisory
• Educate customers on financial products, including savings and investment offerings
• Help users understand portfolio performance, balances, and transaction records
• Liaise with internal teams and external partners to resolve technical or transaction-related issues

Collaboration & Process Improvement
• Escalate issues to appropriate teams and ensure follow-through to resolution
• Share customer feedback and insights to improve products and services
• Contribute to the development of support processes, documentation, and workflows

Performance & Compliance
• Meet key performance metrics, including response time, resolution time, and customer satisfaction (CSAT)
• Handle approximately 100 customer interactions daily with efficiency and accuracy
• Maintain strict confidentiality and compliance when handling sensitive customer data
• Demonstrate professionalism and sound judgment, especially in high-risk or fraud-related situations

Requirements

• 1–3 years of experience in customer support or customer success roles
• Strong troubleshooting skills across digital financial platforms
• Good understanding of payment systems, KYC processes, and AML compliance
• Excellent written and verbal communication skills
• High emotional intelligence and customer-centric mindset
• Strong problem-solving and organizational skills
• Ability to multitask and perform effectively under pressure
• Familiarity with CRM tools such as Intercom, Zendesk, or similar platforms

Benefits

• Health insurance coverage
• Training and professional development budget
• Birthday allowance
• Paid time off

Application Method

Interested and qualified candidates should apply via the official application link below:

Link

Only shortlisted candidates will be contacted.