Opportunity at
FairMoneyCustomer Support Specialist, Lusaka, Zambia
FairMoney, a mobile banking institution founded in 2017 and operating primarily in Nigeria, is seeking a Customer Support Specialist to be based on-site in Lusaka, Zambia.…
Career Tools
About This Role
FairMoney, a mobile banking institution founded in 2017 and operating primarily in Nigeria, is seeking a Customer Support Specialist to be based on-site in Lusaka, Zambia. The organization specializes in extending credit and building mobile banking and point-of-sale solutions for emerging markets, backed by global investors such as Tiger Global, DST, and Flourish Ventures. FairMoney maintains a multicultural team representing over 27 nationalities. In this full-time role, the Customer Support…
Job Description
FairMoney, a mobile banking institution founded in 2017 and operating primarily in Nigeria, is seeking a Customer Support Specialist to be based on-site in Lusaka, Zambia. The organization specializes in extending credit and building mobile banking and point-of-sale solutions for emerging markets, backed by global investors such as Tiger Global, DST, and Flourish Ventures. FairMoney maintains a multicultural team representing over 27 nationalities.
In this full-time role, the Customer Support Specialist will manage complex customer issues, deliver first-tier technical support, and ease the workload of frontline teams by handling high-volume inquiries efficiently via phone and email. This position suits professionals with a background in customer service within fintech or financial services who are prepared to work rotational schedules including evenings and weekends.
Responsibilities
- Manage customer relationships by relieving frontline teams of service management burdens
- Resolve complex customer problems quickly and with high quality via phone and email in a high-volume setting
- Deliver first-tier technical support services to users
- Escalate issues appropriately and drive them through to resolution
- Collaborate with team leads, supervisors, and managers to maintain customer satisfaction
- Contribute ideas to reduce workload while improving the speed and quality of support
- Learn and master internal tools, knowledge bases, and contact management systems
Requirements
- 2 to 3 years of experience in fintech or the financial services sector
- Positive and hardworking attitude with a commitment to exceptional customer service
- Willingness to handle multiple support channels including email and phone
- Availability to work full-time on a rotational schedule that includes evenings and weekends
- Detail-oriented approach to swiftly and accurately identify and solve customer problems
- Familiarity with relevant customer service software
- Proficiency in reading, speaking, and writing in English
- Ability to multitask, prioritize, and manage time effectively
- Basic proficiency in Microsoft Excel, spreadsheets, and Microsoft Word
Qualifications
- Prior experience working across various customer service environments
- Experience contributing to a support team within a challenging growth environment
- Demonstrated ability to accurately comprehend, interpret, and respond to emails and calls in a timely manner
Core Skills
Benefits
- Private Health Insurance
- Pension Plan
- Training and Development
- Performance Bonus
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote policy for this role?
This position is on-site in Lusaka, Zambia.
What is the employment type?
The role is full-time and requires working on a rotational basis that includes evenings and weekends.
What experience is required to apply?
Applicants must have a minimum of 2 to 3 years of experience in fintech or the financial services sector.
What benefits are included?
Benefits include private health insurance, a pension plan, training and development, and a performance bonus.
What is the recruitment process?
The hiring process consists of a 30-minute screening call with a senior recruiter followed by a 30-minute technical interview with the hiring manager.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
