Customer Experience Associate

Afriex Inc; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a passionate Customer Support Representative to join their dynamic team. This role offers the chance to make a real impact by assisting users globally with their remittance needs. You will be the voice of the company, providing exceptional service and support through various channels. With a commitment to clarity, empathy, and ownership, you will help customers navigate their experiences while enjoying the flexibility of remote work. If you thrive in a fast-paced environment and are eager to contribute to a mission-driven organization, this opportunity is perfect for you.

Benefits

Work from anywhere

Paid time off

Performance-based bonuses

Collaborative team environment

Growth opportunities

Qualifications

• 3+ years in a Customer Support role at a SaaS, fintech, or crypto company.
• Excellent written and verbal communication skills.

Responsibilities

• Support users via chat, email, and social media.
• Troubleshoot issues quickly and empathetically.
• Educate users on how to use Afriex effectively.

Skills

Customer Support

Communication Skills

Problem Solving

Time Management

Empathy

Education

Bachelor’s degree or equivalent

Tools

CRM System

Job description

About Afriex

At Afriex, we're on a mission to make sending money across borders as easy as sending a text. We're building the future of remittances with speed, transparency, and affordability. As a customer support representative, you’ll be the human voice behind our technology—empowering users across the globe.

We value:

• Clarity—We keep things simple and communicate with purpose.
• Ownership—We don’t wait to be told; we take initiative.
• Empathy—We care about our customers and each other.
• Speed—We move fast, and we don’t waste time.
• Curiosity—We question, learn, and grow.

You can learn more here

Customer Support Representative (English Only)
Location: Remote from the Philippines
Languages: Fluent in English

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.

What We’re Looking For:

• 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.

Work Schedule & Availability

At Afriex, we pride ourselves on offering round-the-clock (24/7) customer support to our global users. To maintain this standard:

• Shift Work: Team members will work in rotating shifts, which include evenings, nights, and weekends.

• Days Off: Each team member is entitled to two days off per week; however, these days will not be consecutive.

• Flexibility: Schedules rotate to ensure fair distribution of shifts among all team members.
  

  Compensation

  At Afriex, we offer location-based compensation to ensure fairness and competitiveness across our global team. The starting salary for the Customer Support Representative role is:

• $500 USD per month, paid bi-weekly depending on your location and experience.

• We are committed to recognizing and rewarding our team's contributions. Therefore, annual reviewsare conducted, providing opportunities for salary increasesbased on individual performance and company growth.

This structure ensures that our customers receive continuous support while our team members have regular rest periods.

️ Application Instructions:

All applications must be in English and include a 1-minute voice recording (in English) telling us:

• Your name and where you're based.

• Why you’d be perfect for this role.

• How do you make it possible to work remotely with a culturally distributed team?

• Why you are passionate about helping people.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Perks & Culture at Afriex:

• Work from anywhere

• A fun, collaborative, and ambitious team.

• Opportunity to grow with a rapidly scaling company.

• Meaningful work helping real people every day.

• Paid time off, performance-based bonuses, and more!