Job Title: Customer Support Specialist – Remote
Location: Remote (Philippines and Nigeria)
Pay: #350,000
Job Overview:
We are seeking a Customer Support Specialist to join our team remotely from the Philippines or Nigeria. In this role, you will provide outstanding technical and functional support to customers, including Neobanks and Microfinance Institutions (MFIs). Collaborating with a team of Support Specialists, you will help clients with product configurations, troubleshooting, and best practices to ensure they derive maximum value from the software. This remote position requires availability during standard CET working hours. You will work closely with cross-functional teams, including Customer Success, Implementation, Product, and Tech, to deliver efficient and effective service. Strong communication, analytical skills, and a customer-focused approach are critical for success in this role.
Key Responsibilities:
- Deliver exceptional support by resolving customer inquiries related to product configuration, reporting, and integrations.
- Help define and maintain performance standards, including SLAs and best practices for ticket management.
- Collaborate with internal teams to improve support processes and enhance technical troubleshooting capabilities.
- Stay updated on new product features and API integrations to provide accurate and timely assistance.
- Serve as an escalation point for complex customer issues, offering expert guidance and resolution strategies.
- Identify and implement tools and automation to improve resource efficiency and support operations.
- Contribute to internal documentation, including support procedures and training materials.
- Stay informed about product updates and ensure clear and accurate communication with customers.
Requirements:
- Experience: 3 to 5 years in technical support or customer service within banking, fintech, or core banking software.
- Technical Skills: Strong understanding of APIs, payment integrations, and technical support best practices.
- Additional Knowledge: Familiarity with accounting principles is a plus.
- Tools: Experience with customer support software (preferably Zendesk) and managing SLAs/KPIs.
- Skills:
- Proactive approach to continuous improvement and process optimization.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Remote Work: Proven experience working remotely and collaborating across functions.
- Language: Proficiency in English.
- Technical Proficiency: Expertise in MS Excel.
Benefits:
- Competitive compensation package.
- Flexibility to work from any location.
- Opportunity to collaborate with a global team and diverse customer base.
- Work within a successful, globally recognized SaaS business model.
- Inclusive and diverse work environment that fosters growth and professional development.
How to Apply:
Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their relevant experience and qualifications.
Join us and be part of a team that values innovation, collaboration, and customer success!
