Remote Client Support Specialist

Placements24; Klerksdorp; Hybrid; ZAR 180,000 - 360,000; Full time

Benefits offered by this job

Private health insurance

Retirement fund contribution

Regular performance bonuses

Company-provided laptop

Monthly home office stipend

Professional development opportunities

Job summary

Placements24 is seeking a Remote Client Support Specialist to join a dynamic fintech startup. You will be the primary contact for clients, addressing queries, troubleshooting platform issues, and guiding users through features.

This is a remote role with a focus on timely, empathetic, and accurate support across digital channels. The ideal candidate has proven experience in customer support, strong communication skills, and the ability to work independently in a fast-paced, remote environment.

Qualifications

• Proven experience in a customer support, helpdesk, or client service role.
• Strong written and verbal communication skills.
• Bachelor's degree or equivalent in a relevant field.

Responsibilities

• Provide customer support via email, chat, and video calls.
• Troubleshoot issues related to payments and platform features.
• Document interactions and resolutions in CRM.
• Escalate complex problems to specialized teams when needed.
• Maintain up-to-date knowledge of product offerings and policies.
• Achieve KPIs for response times, resolution rates, and satisfaction.

Skills

Customer support

Written & verbal communication

Remote work

Problem solving

Education

Bachelor's degree or equivalent

Tools

CRM systems

Customer support software

Remote collaboration tools

Job description

About the Role

Our client, a dynamic fintech startup, is seeking a dedicated and tech-savvy Remote Client Support Specialist to join their expanding, fully remote team. This position is perfect for individuals who thrive in a flexible, home-based work environment and possess a passion for assisting clients with digital financial services. You will be the primary point of contact for clients, addressing their queries, troubleshooting issues related to our platform, and ensuring a seamless user experience. As a remote-first company, we emphasize clear communication, efficiency, and a strong sense of team collaboration, regardless of physical location. You will be instrumental in building trust and providing outstanding support to our growing user base across various digital channels. This role requires a proactive individual who can manage their time effectively and deliver high-quality support remotely.

Key Responsibilities

Provide exceptional customer support via email, chat, and video calls to clients using our fintech platform. Troubleshoot and resolve technical and transactional issues related to user accounts, payments, and platform features. Guide clients through platform functionalities, offering clear instructions and best practices. Document all client interactions, resolutions, and feedback in our CRM system. Identify recurring issues and provide insights to the product and engineering teams for improvements. Escalate complex problems to specialized teams when necessary, ensuring thorough follow-up. Assist clients with account setup, verification processes, and transaction inquiries. Maintain up-to-date knowledge of our product offerings, policies, and industry regulations. Contribute to the development of support documentation, FAQs, and help guides. Achieve and maintain key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction.

Requirements

Proven experience in a customer support, helpdesk, or client service role, ideally within the fintech or technology sector. Strong understanding of financial services and digital payment systems is highly desirable. Excellent written and verbal communication skills, with the ability to communicate complex information clearly. Proficiency in using customer support software, CRM systems, and remote collaboration tools. Demonstrated ability to work independently, manage multiple tasks, and meet deadlines in a remote setting. A patient, empathetic, and customer-centric approach. Tech-savvy with a strong aptitude for learning new software and platforms quickly. A reliable high-speed internet connection and a suitable home office setup are mandatory. Bachelor's degree or equivalent experience in a relevant field. Ability to adapt to a fast-paced, evolving startup environment.

Benefits

Our client offers a competitive salary, commensurate with experience, and a comprehensive benefits package tailored for remote professionals. This includes private health insurance, a generous retirement fund contribution, and regular performance bonuses. We provide a company-provided laptop and a monthly stipend to support your home office setup and internet costs. Professional development opportunities are abundant, with access to online courses, workshops, and virtual conferences. You'll be part of an innovative and collaborative culture that values work-life balance and empowers employees to grow within a leading fintech company, all while working remotely from your preferred location within South Africa.