Customer Experience Associate

Summary

Join Afriex, a company revolutionizing international money transfers, as a Customer Support Representative. You will be the primary point of contact for users globally, providing support via chat, email, and social media. Responsibilities include troubleshooting issues, consulting on product usage, maintaining product knowledge, tracking interactions in the CRM, educating users, and reporting bugs. This remote position, based in Nigeria, requires 3+ years of customer support experience in SaaS, fintech, or crypto, a bachelor's degree or equivalent, and excellent communication skills. Afriex offers competitive monthly compensation, paid bi-weekly, with annual reviews and potential salary increases. Additional perks include paid time off, performance-based bonuses, and the opportunity to work remotely.

Requirements

• 3+ years in a Customer Support role at a SaaS, fintech, or crypto company
• Bachelor’s degree or equivalent
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Passion for delighting customers with above-and-beyond service
• Excellent time management and prioritization skills
• Leadership mindset
• A strong internet connection and a quiet work environment
• Familiarity with the CRM system
• Able to work in shifts

Responsibilities

• Support our users via chat, email, and social media
• Troubleshoot issues quickly and empathetically
• Manage inbound customer communications—answer incoming calls and emails to address customer questions, requests, and issues
• Consult on customer success—advise customers on how to successfully leverage the product/service based on their unique needs
• Maintain working product knowledge—act as a product expert to ensure information given to customers is accurate, up-to-date, and strategic
• Track interactions in CRM—record customer interactions in the internal system for cross-functional awareness and relationship development
• Educate users on how to use Afriex effectively
• Report bugs and collaborate with our product team to improve user experience
• Bring fun and humanity into every interaction

Benefits

• Work from anywhere 🌍
• Paid time off, performance-based bonuses, and more!