About Company
Flutterwave is a leading fintech company that provides a payment infrastructure for global merchants and payment service providers across Africa. Our mission is to simplify payments for endless possibilities, connecting Africa to the global economy. We’re a dynamic, rapidly growing organization driven by innovation, a passion for excellence, and a commitment to customer success. We believe in creating an inclusive environment where every employee can thrive and contribute to our vision of building a world-class payment network. Join us and be a part of a team that’s redefining the future of digital payments in Africa and beyond, empowering businesses and individuals alike.
Job Description
Are you passionate about helping people and eager to make a tangible impact in the fast-paced world of fintech? Flutterwave is seeking a dedicated and enthusiastic Customer Support Representative to join our growing team in the Calabar Free Trade Zone. In this pivotal role, you will be the first point of contact for our valued merchants and customers, providing exceptional support and ensuring a seamless experience with our innovative payment solutions.
This isn’t just a job; it’s an opportunity to be a crucial link in Flutterwave’s mission to simplify payments across Africa. You will address inquiries, troubleshoot issues, and guide users through our platform with professionalism and empathy. We are looking for individuals who possess a strong sense of ownership, exceptional communication skills, and a genuine desire to go above and beyond for our customers. You’ll be working in a vibrant environment, collaborating with various teams, and constantly learning about the evolving fintech landscape. Your ability to calmly and effectively resolve issues will directly contribute to customer satisfaction and Flutterwave’s reputation as a trusted financial partner. If you thrive on problem-solving, enjoy clear communication, and are ready to grow your career with a leading tech company, we encourage you to apply and become a part of our success story.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and phone channels.
- Diagnose and resolve technical issues related to Flutterwave products and services, guiding customers through troubleshooting steps.
- Provide clear, concise, and accurate information regarding product features, payment processes, and account management.
- Document all customer interactions and resolutions accurately in our CRM system.
- Escalate complex issues to the appropriate internal teams (e.g., engineering, risk, product) and follow up to ensure timely resolution.
- Educate customers on best practices for using Flutterwave platforms to maximize their efficiency.
- Identify and report common customer pain points and provide feedback to improve products and services.
- Maintain a high level of customer satisfaction through excellent service and communication.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- 1+ year of experience in a customer service or support role, preferably in a tech or financial services environment.
- Exceptional written and verbal communication skills in English.
- Strong problem-solving and analytical abilities with a keen eye for detail.
- Proficiency in using CRM software and other customer support tools.
- Ability to work independently and as part of a team in a fast-paced environment.
- Demonstrated empathy and patience when dealing with customer concerns.
- Basic technical aptitude to understand and explain software functionality and payment processes.
- Strong organizational skills and ability to manage multiple priorities efficiently.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, IT, or a related field.
- Experience with fintech products or payment gateways.
- Familiarity with Slack, Zendesk, or similar communication/support platforms.
- Ability to communicate in additional Nigerian languages (e.g., Ibibio, Efik, Ibo, Yoruba, Hausa).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health insurance package.
- Opportunities for professional development and career growth.
- Collaborative and supportive work environment.
- Paid time off and public holidays.
- Access to the latest fintech tools and technologies.
- Employee wellness programs.
- Direct impact on the growth and success of a leading African tech company.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Flutterwave. Please ensure your application highlights your passion for customer service and your understanding of the fintech industry. We look forward to reviewing your application!