Customer Support Roles Vacancy at LemFi

LemFi (Formerly Lemonade Finance)

Lemonade Finance (YC S21) is a neobank serving immigrants in North America and Europe. We offer multi-currency accounts that enable users to hold, send, and receive money from Africa in any currency for both personal and business banking needs.

We are inviting interested and qualified candidates to apply for the following customer support roles at LemFi:

Customer Support Team Lead

Job Specifications:

Full-Time | Remote
Required Qualifications: BA/BSC/HND
Location: Lagos, Nigeria
Category: Customer Care | Fintech

Job Description:

The Customer Support Team Lead ensures the smooth operation of the customer support function, focusing on adherence to SOPs and SLAs while guaranteeing complete resolution of customer inquiries to enhance customer experience.

Responsibilities:

Develop and implement Standard Operating Procedures (SOPs) within the Customer Support Team.
Establish actionable Service Level Agreements (SLAs) to streamline customer support activities.
Supervise and review SOP and SLA execution, identifying scalable solutions for gaps.
Monitor team performance, ensuring key performance goals are met while delivering excellent customer service.
Evaluate customer feedback to maximize satisfaction.
Assess team members’ responses to customer inquiries and ensure ticket details comply with internal standards.
Reassign pending tickets and manage escalations via email, telephone, Skype, Slack, Jira, and other internal channels.
Document unresolved issues and provide regular feedback until resolution.
Support team members in performance improvement through recommendations and ongoing assistance.
Generate weekly reports on support team performance and incident reports identifying performance inhibitors.
Perform additional tasks as assigned by Customer Support Leadership.

Qualifications and Requirements:

Bachelor’s degree in marketing, communications, business management, or a related field preferred.
Minimum 3–5 years of experience in customer support, preferably in fintech or banking.
At least one year of experience leading a customer support team.
Experience managing remote or distributed teams is an advantage.
Strong understanding of fintech/banking customer service operations.
High emotional intelligence for providing constructive feedback.
Excellent written, verbal, and non-verbal communication skills.
Strong problem-solving abilities to develop scalable CS solutions.
Goal-oriented with a focus on service quality improvement.
A completed tertiary education certificate is required.

Quality Assurance Specialist, Customer Support

Job Specifications:

Full-Time | Remote
Required Qualifications: BA/BSC/HND
Location: Lagos, Nigeria
Category: Customer Care | Fintech

Job Description:

We seek energetic and dedicated Customer Support professionals with a passion for delivering world-class service. This role is the first point of contact for customers, requiring a positive attitude and excellent communication skills.

Work Schedule:

Full-time role (40 hours per week) with a 24-hour rotational shift schedule, including weekends and holidays.

Job Summary:

The Quality Assurance Specialist ensures a high and consistent level of service quality across all customer interactions, regardless of team member or channel used.

Responsibilities:

Maintain internal documentation supporting quality standards in customer support.
Review customer interactions across all channels (Zendesk, PBX recorded calls) for compliance with internal KPIs.
Provide detailed performance feedback with constructive insights.
Conduct regular performance discussions with support team members.
Identify training needs based on performance assessments.
Assist team members with specific improvement strategies.
Train new team members and conduct post-training assessments.
Monitor service performance at the team and Service Center levels.
Generate weekly performance reports and incident analyses.
Analyze customer complaints to recommend service improvements.
Recognize top performers monthly based on internal standards.
Provide reports and recommendations to management to enhance service quality.
Perform other tasks as assigned by Customer Support Leads.

Qualifications and Requirements:

Bachelor’s degree in marketing, communications, business management, or a related field preferred.
Minimum 3–5 years of experience in customer support, preferably in fintech or banking.
At least one year of experience in Customer Support Quality Assurance within fintech.
Strong knowledge of fintech operations and customer support processes.
Emotional intelligence and professionalism for providing performance feedback.
Excellent written, verbal, and non-verbal communication skills.
Problem-solving skills to develop strategies for service improvement.
Goal-oriented with a focus on service excellence.
Experience managing remote or distributed teams is an advantage.
A completed tertiary education certificate is required.