Customer Support Representative

Summary

Join Afriex, a company revolutionizing international money transfers, as a Bilingual Customer Support Representative! Based remotely in Cameroon or Nigeria, you will be the friendly face of our technology, assisting users globally via chat, email, and social media. Your responsibilities include troubleshooting issues, advising customers, maintaining product knowledge, tracking interactions, and reporting bugs. This role demands excellent communication skills, a customer-first mindset, and experience in customer support. Afriex offers competitive compensation, paid time off, performance-based bonuses, and the chance to grow with a rapidly expanding company. We value clarity, ownership, empathy, speed, and curiosity in our team members. Apply now and become a part of our mission to make sending money across borders simple and affordable!

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
• Strong internet connection and a quiet work environment
• Familiarity with 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 customers interactions in 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!