Customer Support Associate
LemFi is a fintech company reshaping how immigrants move money globally. It offers international money transfers, multi-currency wallets, request money, and eSIM products, serving immigrants sending money back home to family across more than 30 countries.
Projects
About LemFi
LemFi provides international payment products designed to help immigrants thrive financially. Its core offering is international money transfer, allowing customers to send money to more than 30+ countries, often with low or zero transfer fees and competitive exchange rates, with transfers usually arriving within minutes. The company also offers multi-currency wallets, a request money feature for sending payment requests or sharing payment links, and an eSIM product for connectivity while traveling. LemFi primarily serves immigrants and global migrants who need reliable, low-cost ways to send money to loved ones back home via bank accounts, mobile money, and other channels. The company has over 1,000,000 customers and a team of 200+ people globally, and has been featured in the news for raising $33 million in funding, partnering with Visa on cross-border payments, and working with ClearBank for agency banking services.
Skills
About the Role
You will serve as the first point of contact for customers, resolving queries about transfers, accounts, and products through chat, email, and other channels. You will take ownership of issues from first contact through resolution, escalate when needed, and follow up to ensure nothing is missed. You will identify recurring questions and complaints, suggest root-cause improvements, use AI-assisted and knowledge-base tools to find suitable answers, keep customer records accurate, and contribute feedback in weekly meetings.
Requirements
- Undergraduate degree from a recognised university or a postgraduate qualification.
- Zero to two years of work experience.
- Exceptional written and spoken English.
- Ability to handle multiple conversations accurately and in an organised manner.
- Comfort with Google Workspace and CRM platforms.
- Ability to work independently, prioritize effectively, and manage multiple tasks and deadlines.
- Strong attention to detail and customer-focused mindset.
Responsibilities
- Resolve customer queries about transfers, accounts, and products through chat, email, and other channels.
- Own customer issues from first contact through resolution and follow up on escalations.
- Identify patterns in customer questions and complaints and suggest root-cause improvements.
- Use AI-assisted tools and knowledge-base resources to find answers.
- Maintain accurate and up-to-date customer records and interaction logs.
- Represent the brand with plain language, accurate answers, and a warm tone.
- Participate in weekly team meetings, share feedback, and help implement improvements.
