Customer Support Representative Remote Role
Customer Support Representative
Location: Lagos (Remote)
Department: Support
Employment Type: Full-Time
Experience Level: Mid-level
About the Role
The Customer Support Representative is the first point of contact for users across all financial products. This role focuses on guiding customers through onboarding, payments, virtual cards, investments, and other services while resolving technical, operational, and compliance-related issues. The ideal candidate delivers timely, accurate resolutions and contributes to improving customer support processes and workflows.
Key Responsibilities
Customer Support & Issue Resolution
• Serve as the primary contact for customers across all support channels, providing clear, timely, and professional responses.
• Guide users through onboarding processes, including account setup and KYC verification, and resolve documentation or submission issues.
• Assist customers with deposits, withdrawals, transfers, currency conversions, and other banking actions.
• Support users with profile management, security settings, rewards, and account features.
• Troubleshoot virtual card issues such as activation failures, declined or pending transactions, pay-ins, and payouts.
• Explain compliance-related processes, including AML checks, account holds, and risk flag notifications.
• Provide advanced support for high-risk transactions and compliance-related inquiries.
Product Knowledge & Customer Advisory
• Clearly explain product features, terms, and risks related to savings and investment products.
• Assist customers in understanding portfolio reports, returns, and balance discrepancies.
• Act as a liaison between customers and internal or third-party partners, including payment and stablecoin providers.
Internal Collaboration & Process Improvement
• Escalate technical, financial, or compliance issues to relevant teams and ensure proper follow-up until resolution.
• Share customer feedback and insights to support product and service improvements.
• Contribute to developing and refining support workflows, documentation, and standard operating procedures (SOPs).
Performance, Compliance & Professionalism
• Meet or exceed SLAs for response time, resolution time, and customer satisfaction (CSAT).
• Handle approximately 120 daily customer inquiries via live chat and email.
• Maintain strict confidentiality and accuracy when handling sensitive customer data.
• Demonstrate professionalism, sound judgment, and calm communication, especially during fraud or risk-related incidents.
Requirements & Qualifications
• Strong troubleshooting skills across financial apps, platforms, and mobile/web interfaces.
• Solid understanding of deposits, transfers, payment flows, KYC processes, and basic AML/fraud compliance.
• Excellent written and verbal communication skills with strong attention to detail.
• High emotional intelligence and customer-focused mindset.
• Strong problem-solving abilities and a results-driven approach to work.
• Ability to multitask, stay organized, and make sound decisions under pressure.
• Meticulous handling of sensitive data and transaction details.
• Proven ability to remain calm during high-risk or compliance-related situations.
• Experience using CRM tools such as Intercom, Zendesk, or similar platforms.
