Fintech Customer Support Lead — Impact & Growth

Fido; Johannesburg; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

Exposure to cutting-edge technology

Career growth opportunities

Job summary

Fido is shaping the customer experience in the African fintech space. The Customer Support Lead will oversee multi-channel engagement, ensuring timely, empathetic, and personalised support across calls, emails, and chat.

The role focuses on building strong customer relationships, resolving concerns effectively, and driving a culture of exceptional service while supporting upsell opportunities in a fast-paced environment.

Qualifications

• Minimum three years in a customer service, customer support or customer experience role.
• Experience in fintech, financial services, or telecoms will be an advantage.
• Excellent written and verbal communication skills in English.
• Strong digital literacy with the ability to quickly learn and navigate multiple systems.

Responsibilities

• Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner.
• Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type.
• Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience.
• Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions.
• Guide customers through product features, troubleshooting steps, and self-service options.
• Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary.
• De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement.
• Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services.
• Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner.
• Monitor customer support performance and contribute to achieving team KPIs across quality, productivity and customer satisfaction.
• Maintain accurate records of customer interactions and feedback in the CRM/helpdesk system.

Skills

3+ years CS

Fintech experience

MS Office

English fluency

Tools

Zendesk

Freshdesk

Job description

Fido is shaping the customer experience in the African fintech space. The Customer Support Lead will oversee multi-channel engagement, ensuring timely, empathetic, and personalised support across calls, emails, and chat.

The role focuses on building strong customer relationships, resolving concerns effectively, and driving a culture of exceptional service while supporting upsell opportunities in a fast-paced environment.