Customer Support Specialist

60 Degrees; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A high-growth fintech company based in Cape Town seeks a Customer Support Specialist adept at managing customer inquiries and resolving complex issues. This role ensures fast, accurate support for cross-border payments, emphasizing exceptional communication, empathy, and technical proficiency. The ideal candidate will have over 3 years in customer support within a related sector and a strong interest in problem-solving. Competitive compensation is offered, alongside a mission-driven work environment.

Benefits

Mission-driven work

Competitive compensation

Qualifications

• 3+ years in Customer Support, preferably within Fintech, Banking, or SaaS.
• Exceptional written and verbal communication skills in English.
• Proficiency with support tools and quick aptitude for learning.

Responsibilities

• Manage incoming queries across multiple channels with speed and precision.
• Act as the first line of defense in identifying suspicious activity.
• Educate target users on platform navigation and features.

Skills

Customer Support Experience

Exceptional communication skills

Proficiency in support tools

Problem solving skills

Empathy and patience

Tools

Zendesk

Intercom

Freshdesk

Job description

Lumepay Pty Ltd

The Business Exchange 3 Dock Road

V&A Waterfront Cape Town

Customer Support Specialist Location: Cape Town Department: Operations Reports to: COO Job Type: Full-time

About Us

We are a high-growth fintech company building the next generation of payment infrastructure across Africa. Our mission is to make money movement seamless, inclusive, and scalable across borders. We operate at the intersection of financial innovation and real-world impact, empowering businesses and consumers with tools to thrive in a rapidly digitizing economy.

Role Overview

As the Customer Support Specialist, you will be the first port of call and beacon of trust for all our customers. Cross-border payments and crypto trading are inherently complex, with your role being to ensure that fast, accurate, and empathetic assistance is provided. You will resolve real-world financial friction points for businesses and individuals, moving beyond routine ticket closure. Your objective is to predict potential frustrations to create seamless customer experience, ensuring that every interaction consistently reinforces Lumepay’s reputation for reliability and security. You will collaborate closely with our Product, Trading, and Engineering teams to champion requirements based on feedback and identified friction points to contribute to the refinement of our platform and service.

Key Responsibilities

• Customer Support Setup: Define support journey experience and interaction channels; get up to speed with services, existing user flows and available tools; work with executives and the Product team to define customer support hot spots; design routing framework, processes, escalation framework; define support requirements and collaborate with product to implement; create training materials and guidelines; define support KPIs.
• Frontline Support & Problem Solving: Manage incoming queries across multiple channels (email, social media, in-app chat) with speed and precision; troubleshoot complex transaction issues (cross-border payment delays, FX rate inquiries, wallet funding errors); guide users through onboarding process including KYC verification and compliance; identify and route issues to appropriate functions; actively track and report on KPIs.
• Trust & Security: Act as the first line of defense in identifying suspicious activity or potential fraud, escalating to the Legal & Compliance team when necessary; de‑escalate sensitive situations involving failed transactions or blocked accounts with high emotional intelligence and professionalism.
• Product Advocacy & Education: Educate target users on platform navigation and how to maximise Lumepay’s features; maintain and update internal knowledge base and public‑facing Help Center/FAQs to ensure information is up‑to‑date and correct.
• Feedback Loop: Categorise user feedback and bug reports systematically to provide the Product team with actionable insights; identify recurring trends in user issues to recommend structural improvements to our platform.
• Future Growth: Lead a team of customer specialists/analysts as the business scales; lead training and up‑skilling of customer success team to meet target KPIs; play an advisory role to influence, inform product roadmap enhancement, prioritisation and growth hacking.

Skills & Experience

• Experience: 3+ years in Customer Support, preferably within Fintech, Banking, or a high‑growth SaaS startup.
• Communication: Exceptional written and verbal communication skills in English; can explain complex financial concepts in simple, human terms.
• Tech‑Savviness: Proficiency with support tools (Zendesk, Intercom, Freshdesk) and a quick aptitude for learning new internal dashboards; basic understanding of how APIs and payment gateways work.
• Problem Solving: Detective mindset; comfortable investigating why a transaction failed rather than just reading from a script.
• Empathy and Patience: Deep genuine desire to help people; remain calm and courteous under pressure.

What We Offer

• Mission‑Driven Work: Opportunity to work on solving cross‑border payments in Africa, connecting us to the world and the world to us.
• Competitive Compensation: Salary package that matches your expertise and the market rate.