Escalations Lead, Fintech Support (Bloemfontein)

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement benefits

Opportunities for professional growth

Dynamic work environment

Generous annual leave

Training and skill development

Employee assistance program

Company-sponsored social events

Exposure to cutting-edge fintech

Job summary

Placements24 is seeking a seasoned Customer Support Specialist with a focus on escalations for a Bloemfontein-based fintech client. You will investigate and resolve high-priority customer issues, coordinating with product, engineering, and operations to address root causes while documenting cases in the CRM.

The role requires strong problem-solving, calm under pressure, and excellent communication. Applicants based in Bloemfontein or willing to relocate are welcome, with a path to growth in a

Qualifications

• Minimum of 4 years of experience in customer support, with at least 2 years focused on handling escalations.
• Proven ability to de-escalate tense situations and resolve complex customer problems.
• Excellent communication, negotiation, and interpersonal skills.
• Experience in the fintech or financial services industry is a significant advantage.

Responsibilities

• Manage and resolve escalated customer complaints and complex issues.
• Conduct thorough investigations into customer concerns, gathering all necessary information.
• Communicate effectively with customers, providing clear updates and resolutions.
• Liaise with internal teams (e.g., product, engineering, operations) to address underlying issues.
• Document all escalated cases meticulously in the CRM system.
• Identify trends in escalated issues and provide feedback for process improvement.
• Develop and implement strategies to reduce escalation rates.
• Maintain a high level of customer satisfaction and retention.
• Mentor junior support staff on handling difficult customer interactions.
• Ensure compliance with industry regulations and company policies.

Job description

Placements24 is seeking a seasoned Customer Support Specialist with a focus on escalations for a Bloemfontein-based fintech client. You will investigate and resolve high-priority customer issues, coordinating with product, engineering, and operations to address root causes while documenting cases in the CRM.

The role requires strong problem-solving, calm under pressure, and excellent communication. Applicants based in Bloemfontein or willing to relocate are welcome, with a path to growth in a