Senior Fintech Customer Care Lead - Remote SA

Placements24; Stellenbosch; Hybrid; ZAR 540.000 - 780.000; Vollzeit

Benefits dieser Stelle

Performance bonuses

Medical insurance

Retirement plan with company matching

Remote work (fully)

Home office equipment allowance

Paid time off

Professional development

Zusammenfassung

Placements24 in South Africa is seeking a Senior Customer Care Specialist to join a remote-first support team. This role delivers expert-level assistance to a high-value client base from a home office, with mentorship of junior specialists and involvement in strategic improvements to care operations.

You will resolve complex inquiries across multiple channels, act as SME on products and policies, document FAQs, analyze feedback, and contribute to new service strategies while maintaining

Qualifikationen

• Minimum 5 years of customer service or related client-facing experience, with senior responsibilities.
• Fintech or financial services experience is highly desirable.
• Strong communication and problem-solving skills; ability to de-escalate.

Aufgaben

• Manage and resolve complex inquiries and complaints via multiple channels.
• Act as SME on company products, services, and policies.
• Provide guidance and support to junior customer care representatives.
• Identify and escalate critical issues with documentation and proposed solutions.
• Develop and maintain customer service documents, FAQs and troubleshooting guides.
• Analyze feedback and trends to identify areas for product/service improvement.
• Contribute to new customer service strategies and initiatives.

Kenntnisse

Senior-level customer care

CRM systems

Problem solving

Remote work discipline

Mentoring juniors

Ausbildung

High school diploma (bachelor's preferred)

Tools

CRM software

Jobbeschreibung

Placements24 in South Africa is seeking a Senior Customer Care Specialist to join a remote-first support team. This role delivers expert-level assistance to a high-value client base from a home office, with mentorship of junior specialists and involvement in strategic improvements to care operations.

You will resolve complex inquiries across multiple channels, act as SME on products and policies, document FAQs, analyze feedback, and contribute to new service strategies while maintaining