Customer Support Rep

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Raenest

WebsiteLinkedInAll Job Openings

1 - 10 employees

💰 $150k Non Equity Assistance on 2023-06

Raenest is a modern financial management tool for African remote workforce talent and global businesses, that removes the pain around contracting, invoicing, and payments.

📋 Description

• Serve as the primary contact for users across all channels, responding to inquiries with clarity, patience, and speed. • Guide users through onboarding steps, including account setup and KYC verification, resolving documentation or submission errors. • Help customers complete banking actions such as deposits, withdrawals, transfers, and currency conversions. • Support users on profile management, security settings, rewards, and other account features. • Troubleshoot virtual card issues, including activation, declines, pending transactions, pay-ins, and payouts. • Explain and simplify compliance processes such as AML checks, account holds, and risk flag notifications. • Provide specialised support for high-risk transactions, compliance inquiries, and advanced troubleshooting. • Explain product features, terms, and risks for investment and savings products. • Assist users in interpreting portfolio reports, returns calculations, and balance discrepancies. • Act as an internal liaison for issues involving third-party partners (e.g., payment or stablecoin integrations). • Escalate technical, financial, or compliance issues to the right teams and ensure complete follow-up. • Share customer insights to help improve product features and service processes. • Contribute to building and refining customer support workflows, documentation, and standard operating procedures. • Meet or exceed SLAs, including response times, resolution times, and CSAT targets. • Handle customer data and sensitive information with accuracy and strict compliance. • Maintain professionalism, sound judgment, and calm communication, especially during risk- or fraud-related incidents.

🎯 Requirements

• 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 when responding to customer requests or receiving feedback/criticism. • Customer-centric mindset with the ability to ensure customer issues are fully resolved with care and accuracy. • Strong problem-solving skills, with the ability to develop meaningful strategies that improve overall service quality. • Ability to manage multiple tasks, stay organised, and make sound decisions under pressure. • Goal-oriented and results-driven approach to work. • Meticulous approach to handling sensitive user data and transaction details. • Proven ability to stay calm and exercise good judgment during high-risk or compliance-related situations. • A maximum of three years of cumulative experience in a customer support or customer success role. • Experience using CRM tools (e.g., Intercom, Zendesk, or similar platforms).

🏖️ Benefits

• Health Insurance • Training Budget • Team building events • Growth Opportunities • Paid Time Off