Customer Support Associate - Francophone

📋 Description

• • Join LemFi, a rapidly growing Series B fintech company, as a Customer Support Associate specializing in Francophone markets. LemFi is dedicated to building the premier financial app for the Global South, empowering immigrants to stay connected to home, build financial stability, and create wealth irrespective of their origin or current location. Our mission is to dismantle financial barriers, ensuring that borders do not impede financial opportunity. With a global team of 400+ across 20 countries, we are processing over $1 billion in monthly transactions to 30 countries, demonstrating the significant demand for accessible financial services.
• • In this pivotal role, you will be instrumental in ensuring the delivery of smooth, consistent, and exceptionally high-quality support to our diverse customer base. You will operate within established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), demonstrating a commitment to accuracy, efficiency, and empathy in every customer interaction.
• • Your primary responsibilities will include responding to customer inquiries through various channels, including phone, email, and chat, always adhering to company guidelines and best practices. You will meticulously log all customer interactions within our Zendesk platform, ensuring comprehensive and accurate record-keeping for future reference and analysis.
• • A core aspect of this role involves diligently following company processes and adhering to all relevant regulatory standards. This is crucial in the fintech industry, where trust, security, and compliance are paramount. You will be trained on and expected to uphold these standards in all your communications and actions.
• • You will act as a first point of contact for customer issues, identifying and resolving them efficiently. For complex or unresolved queries, you will expertly escalate these to senior team members or Team Leads, providing all necessary context for a swift and effective resolution. This collaborative approach ensures that our customers receive the best possible support, even for the most challenging issues.
• • You will actively collaborate with your colleagues and other departments to ensure the prompt and satisfactory resolution of all customer queries. This cross-functional teamwork is vital for maintaining a seamless customer experience and contributing to the continuous improvement of our support operations.
• • We are seeking individuals who possess a strong academic foundation, ideally with tertiary education in fields such as marketing, communications, business management, or a related discipline. This educational background provides a solid understanding of business principles and customer engagement strategies.
• • You should bring 1-2 years of hands-on experience in customer support, call center environments, or similar service-oriented roles. This experience should have equipped you with the skills to navigate diverse customer needs with patience, clarity, and unwavering professionalism.
• • Experience within the Fintech or Financial Services sector is considered a significant advantage. Familiarity with fast-paced, high-trust environments and a deep understanding of the importance of accuracy and regulatory compliance in financial services are highly valued.
• • You must be comfortable and proficient in utilizing modern workplace tools, including Google Workspace (Docs, Sheets, Gmail, etc.) and various CRM platforms. A demonstrated ability to quickly learn and adapt to new systems and technologies is essential for success in this dynamic role.
• • Your key strengths should include exceptional communication skills, a high degree of empathy, robust problem-solving abilities, and a strong capacity for collaboration. We are looking for individuals who bring a positive and proactive attitude to cross-functional teamwork, contributing to a supportive and productive work environment.
• • Crucially, you must be a native French speaker with strong proficiency in English. This dual-language capability is essential for serving our diverse Francophone customer base effectively while also communicating with the wider global team.
• • You should be a self-driven and reliable individual, capable of working independently, prioritizing tasks effectively, and consistently delivering high-quality work across multiple assignments and deadlines without requiring constant supervision. Autonomy and initiative are key.
• • This role is based at our office in Angré, Abidjan. Candidates must reside within a reasonable commuting distance of the office to ensure consistent presence and collaboration.
• • You will bring strong functional expertise and a proven track record of delivering measurable impact in previous roles. Your ability to communicate clearly and structure information effectively will be vital for collaborating across diverse teams.
• • We value individuals with high ownership, reliability, and a proactive bias for problem-solving. A customer-obsessed mindset and a genuine passion for building excellent products are essential qualities we seek.
• • Adaptability, curiosity, and comfort operating in a fast-paced, evolving environment are critical. You will be joining a company that is constantly innovating and expanding, requiring flexibility and a willingness to embrace change.
• • Your contributions will directly impact the financial well-being and stability of millions of users, helping them stay connected to their loved ones and build a more secure future. This is more than just a job; it's an opportunity to make a tangible difference in people's lives.