Senior Customer Support Specialist

About Lumepay

Lumepay is a high-growth fintech company building the next generation of payment infrastructure across Africa. Their mission is to make money movement seamless, inclusive, and scalable across borders. We operate at the intersection of financial innovation and real-world impact, empowering businesses and consumers with tools to thrive in a rapidly digitizing economy.

Role Overview

As the Senior Customer Support Specialist, you will be the first port of call and a beacon of trust for all our customers. Cross-border payments and crypto trading are inherently complex and your role is to ensure fast, accurate and empathetic support at every touchpoint.

Beyond individual customer interactions, you will take on a leadership role within the support function -guiding, mentoring and empowering a team of Customer Support Specialists to deliver consistently high standards of service. You will drive best practices, support team development and help create a culture of accountability, ownership and customer-centricity.

You will be instrumental in resolving real-world financial friction points for businesses and individuals, moving beyond routine ticket closure. Your objective is not only to resolve issues but to proactively identify and predict potential frustrations, creating a seamless customer experience and reinforcing Lumepay’s reputation for reliability and security.

Working closely with Product, Trading and Engineering teams, you will champion customer feedback and surface key insights, ensuring that recurring issues and friction points are addressed at the root.

Through this collaboration, you will contribute to the continuous refinement of our platform and service.

Key Responsibilities

Customer Support Setup

● Define support journey experience and interaction channels.

● Get up to speed with services, existing user flows and available tools to provide effective support.

● Work with executives and Product Team to define customer support hot spots and design routing framework and processes (e.g. escalation framework).

● Define customer support requirements and collaborate with product to implement requirements.

● Create training materials and guidelines.

● Define support KPIs Frontline Support & Problem Solving.

● Manage incoming queries across multiple channels (e.g. email, social media, in-app chat) with speed and precision.

● Troubleshoot complex transaction issues, including cross-border payment delays, FX rate inquiries, and wallet funding errors.

● Guide users through the onboarding process, including KYC (Know Your Customer) verification and compliance requirements.

● Identify and route issues to appropriate functions within the business.

● Actively track and report on KPIs Trust & Security.

● Act as the first line of defense in identifying suspicious activity or potential fraud, escalating to the Legal & Compliance team when necessary.

● De-escalate sensitive situations involving failed transactions or blocked accounts with high emotional intelligence and professionalism.

Product Advocacy & Education

● Educate target users on platform navigation and how to maximise Lumepay’s features.

● Maintain and update the internal knowledge base and public-facing Help Center/ Q&As to ensure information is up to date and correct.

Feedback Loop

● Categorise user feedback and bug reports systematically to provide the Product Team with actionable insights.

● Identify recurring trends in user issues to recommend structural improvements to our platform.

Team Leadership & Development

● Lead, mentor and support a growing team of Customer Support Specialists/Analysts.

● Set clear performance expectations and manage the team against defined KPIs and service standards.

● Conduct regular coaching sessions, performance reviews and continuous feedback loops to drive individual and team growth.

● Own onboarding and ongoing training programmes to ensure the team is equipped to deliver high-quality support.

● Foster a high-performance, customer-centric culture focused on accountability, empathy and problem-solving.

● Continuously identify opportunities to improve team efficiency, processes and ways of working.

Future Growth

● Lead a team of customer specialists/analysts as the business scales.

● Lead training and upskilling of customer success team to meet target KPIs.

● Play an advisory role to influence/inform product roadmap enhancement, prioritisation and growth hacking.

Skills & Experience

● Experience: 5 - 8 years years of experience in Customer Support, preferably within Fintech, Banking, or a high-growth SaaS startup.

● Communication: Exceptional written and verbal communication skills in English. You can explain complex financial concepts in simple, human terms.

● Tech-Savviness: Proficiency with support tools (e.g., Zendesk, Intercom, Freshdesk) and a quick aptitude for learning new internal dashboards. A basic understanding of how APIs and payment gateways work.

● Problem Solving: A detective mindset. You are comfortable investigating why a transaction failed rather than just reading from a script.

● Empathy and patience: A deep genuine desire to help people. You remain calm and courteous under pressure.

● Leadership & Mentorship: Demonstrated ability to guide, support and mentor others. Comfortable sharing knowledge, providing constructive feedback and helping elevate overall team performance.

What We Offer

• Mission-Driven Work: The opportunity to work on solving cross-boarder payments in Africa. Connecting us to the world, and the world to us.

• A startup environment with massive growth: High pace, high growth where your work directly shapes and impacts the company.

• Competitive compensation : A salary package that matches your expertise and the market rate.