Full-Time Customer Support Specialist

If you’re looking for an exciting role where you can hone your customer centricity, analytical ability and business acumen then look no further, this role is for you.

Unlike typical operational or support roles, this role isn’t just about closing tickets and reviewing claims. You will be the front face of Mamo, where you will have the opportunity to provide delightful support to our customers. You will also be a champion for our customers internally, where you will proactively seek to understand needs, show them how they can experience financial inclusion by using our products and finally sharing this feedback with the team to improve overall customer experience.

This will be a great learning opportunity where you’ll work closely with a team of very talented people, so if you’re passionate about FinTech or just want to kick-off your career in a startup, apply and let us know!

What you will do

• Manage all customer issues, including investigating and resolving customer complaints and refunds in a timely and effective manner.
• Review business claims, resolve processing issues, and detect and report suspicious activity to the compliance team.
• Interact with customers daily on a variety of channels such as Intercom, phone, email, and social media, and ensure that all customer concerns are being dealt with immediately.
• Encourage customers to activate their services once they have come onboard and/or understand any obstacles they need help with.
• Assist customers with demos on how to use the product.
• Collect customer feedback and share with the team to help us improve our products and optimize the user experience.
• Ensure claims are promptly handled in accordance with internal policies and meet internal SLAs.
• Learn our products inside and out so that you can answer questions and feed back to the team on feature enhancements.

What we’re looking for

• Patience is one of the most crucial skills for this role.
• Empathy is necessary for understanding and helping our customers.
• Strong command of the English language, both verbal and written, is a must.
• Flexibility in addressing shifting or competing priorities.
• Resourcefulness - you have a get-things-done attitude.
• Proven ability to use multiple tools (technology) creatively during investigations to reach correct conclusions on customer issues.
• Prior experience and interest in finance / payments.

What is the last date for applying to the job?

Which countries are accepted for this remote job?