Customer Support Representative at Lemonade Finance

Company description

Lemonade Finance (YC S21) is building the Neobank for the African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs.

There are over 10 million Africans living in North America & Europe who go through hoops and have to pay exorbitant fees to send money to their loved ones. We are constantly fighting for everyday Africans to be able to move their money freely around the world at no cost and with the best exchange rate they can find out there.

We launched the first version of the app at the beginning of October 2020 with just the ability to send money. Now, we enable our users to send and receive as well as pay bills for services across the ocean for loved ones. We have also grown to a team of more than 25 people working remotely and living on different continents around the world.

Job description

We are looking for energetic and dedicated Customer Support team members who have a passion for delivering world-class service to customers. If you are interested in joining a fast-paced dynamic team, you will be the first point of contact for customers who want to get the most out of their service. Since you will be representing a global brand, a positive attitude and a bubbly personality are a must-have!

This is a full-time, 100% remote position. Team members must be available to work (40 hours per week) on a 24 hours rotational work schedule with varying 9-hour shifts from Mondays to Sundays. This does not exclude weekends and holidays.

You will:

1. Assist and troubleshoot with customers via email while maintaining the highest level of courtesy and professionalism.
2. Escalate positive outcomes and issues to the team using appropriate channels and be able to work on multiple platforms at once.
3. Interact with other team members to improve service quality
4. Attend weekly meetings and participate actively to ensure feedback on customer experience is implemented effectively.
5. Proactively spot different patterns that affect customers’ experience and suggest the possible changes to carry out.

Qualification

1. A bachelor’s degree in marketing, communications, business management, or in a related field preferred.
2. 1+ years of professional experience working as a customer service specialist, or a similar customer support role.
3. Preferred experience working in Fintech or Financial Services
4. Experience using Google Apps for business, and CRM software
5. Exceptional interpersonal skills, problem-solving skills, communication and collaboration skills. Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.