The Customer Support Representative will serve as the first point of contact for users, guiding customers through onboarding, payments, virtual card processes, investments, resolving technical and operational issues, and delivering excellent customer experience.

• Job Location: Lagos (Remote)
• Employment Type: Full-Time
• Salary: Not stated
• Experience: Maximum of three years cumulative experience in customer support or customer success

Raenest is a financial services company offering products including onboarding, payments, virtual cards, investments, and other financial solutions.

Customer Interaction & Issue Resolution

• Serve as primary contact for users across all channels.
• Guide users through onboarding steps, including account setup and KYC verification.
• Help customers complete banking actions (deposits, withdrawals, transfers, currency conversions).
• Support users on profile management, security settings, rewards, and other account features.
• Troubleshoot virtual card issues (activation, declines, pending transactions, pay-ins, payouts).
• Explain and simplify compliance processes (AML checks, account holds, risk flag notifications).
• Provide specialised support for high-risk transactions, compliance inquiries, and advanced troubleshooting.

Product Understanding & Advisory

• Explain product features, terms, and risks for investment and savings products.
• Assist users in interpreting portfolio reports, returns calculations, and balance discrepancies.
• Act as internal liaison for issues involving third-party partners.

Internal Collaboration & Process Improvement

• Escalate technical, financial, or compliance issues to the right teams.
• Share customer insights to improve product features and service processes.
• Contribute to building customer support workflows, documentation, and SOPs.

Performance & Compliance

• Meet or exceed SLAs (response times, resolution times, CSAT targets).
• Handle customer data with accuracy and strict compliance.
• Promptly handle approximately 100 daily customer inquiries via live chat and email.
• Maintain professionalism and calm communication, especially during risk- or fraud-related incidents.

• Strong ability to troubleshoot issues across financial apps, platforms, and mobile/web interfaces.
• Good understanding of deposits, transfers, KYC processes, payment flows, and basic AML/fraud compliance.
• Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
• High emotional intelligence and professionalism.
• Customer-centric mindset with ability to ensure issues are fully resolved.
• Strong problem-solving skills with ability to develop strategies that improve service quality.
• Ability to manage multiple tasks, stay organised, and make sound decisions under pressure.
• Goal-oriented and results-driven approach.
• Meticulous approach to handling sensitive user data and transaction details.
• Proven ability to stay calm during high-risk or compliance-related situations.
• Experience using CRM tools (e.g., Intercom, Zendesk, or similar platforms).

How to Apply:
Interested candidates should Apply here.

Why this job might be a good fit:
This role is ideal for a customer support professional in Lagos with up to three years of experience, strong troubleshooting skills, and familiarity with fintech products. It offers fully remote work and the chance to support users across financial products in a fast-growing fintech company.

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