Customer Support Agent - Cape Town - Salary R8 000 to R15 000 per month

The Legends Agency; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A dynamic fintech company in Cape Town is seeking a Customer Support Agent to handle customer queries and investigate payment issues. This role requires 6 to 12 months of customer service experience and strong analytical skills. Excellent English communication is essential. The position is full-time, shift-based, contributing to a 24/7 support rota in a fast-paced startup environment.

Qualifications

• Minimum of 6 to 12 months of experience in customer support/service.
• Strong analytical and investigative skills for solving transaction issues.
• Confident communication across chat and email.

Responsibilities

• Monitor, triage, and resolve customer queries across multiple channels.
• Investigate payment issues, identify root causes, and drive resolution.
• Detect and escalate suspicious activity or potential fraud patterns.

Skills

Analytical thinking

Customer support experience

Excellent communication in English

Proficiency with collaboration tools

Education

Matric / Grade 12

Relevant tertiary study (e.g., Marketing)

Tools

Zendesk

Freshdesk

Intercom

Job description

Overview

Customer Support Agent (Transaction Investigator) - Cape Town - Salary R8 000 to R15 000 per month

A fast-growing South African fintech payment solutions provider, enabling secure, simple, and reliable online transactions for merchants across industries, including e-commerce and iGaming.

Duties and Responsibilities

• Monitor, triage, and resolve customer queries across Telegram, Slack, Email, and other channels, meeting first-response and resolution SLAs.
• Investigate payment issues end-to-end (failed/declined transactions, reversals, chargebacks, payout delays), identify root causes, and drive timely resolution.
• Detect and escalate suspicious activity or potential fraud patterns to Risk/Operations; follow through until closure.
• Contribute to a 24/7 support rota (including some weekends and public holidays) and maintain excellent service quality across shifts.

Minimum Requirements

• Matric / Grade 12 (required).
• 6 to 12 months of experience in customer support/service (fintech, payments, ecommerce, or online gaming advantageous).
• Strong analytical, investigative mindset; able to think creatively to solve transaction issues.
• Excellent written and spoken English; confident communicator across chat and email.
• Comfortable working shifts (including weekends/public holidays) and in a fast-paced startup team (±15 people).
• Proficient with collaboration and messaging tools (Telegram, Slack, email) and quick, accurate typing.
• Full-time, Shift-based (3 rotations).
• Experience with a helpdesk/CRM (e.g., Zendesk, Freshdesk, Intercom) and basic data analysis in spreadsheets.
• Relevant tertiary study (e.g., Marketing or related) is a plus.