Customer Support Associate at Moniepoint

Lagos, Lagos State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

08 Feb, 26

Salary

0.0

Posted On

10 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Communication, Active Listening, Problem Solving, Product Knowledge, Service Level Targets, Regulatory Compliance, Team Collaboration, Empathy, Attention to Detail, Fast-Paced Environment, Documentation, Customer Experience, Time Management, Issue Resolution, Complaint Handling

Industry

Financial Services

Description

Who we are Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed. Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth. Job Purpose As a Customer Support Associate, you’ll support our customers across chat, phone and email. You will provide clear guidance, resolve issues, and communicate in a way that is confident, empathetic and human. You’ll be working in a UK FCA regulated environment, where delivering fair, high quality support and positive customer outcomes is essential. Location: Lagos (Hybrid) Schedule: 24/7 shift rota (day, evening/night and weekend rotations) Responsibilities Support customers across chat, phone and email, providing clear, accurate and solution focused assistance. Communicate with clarity and empathy, explaining information in a way that is reassuring and easy to follow. Use active listening to fully understand customer needs. Develop and maintain strong product knowledge to guide and support customers confidently Work efficiently to meet service level targets for response and resolution times while maintaining high quality. Follow established processes and regulatory requirements, including identity verification, documentation and secure data handling. Identify and log complaints accurately, ensuring fair handling and timely resolution in line with FCA requirements. Collaborate with colleagues and other teams to resolve more complex or escalated cases. Share recurring customer issues or insights to help improve our tools and processes. Requirements HND/B.Sc. degree required. 1–3 years experience in customer support, contact centre, fintech, digital banking, or similar. Excellent written and verbal communication skills, with strong active listening skills. Ability to work in a fast-paced environment, stay composed under pressure and prioritise effectively. Comfortable working on a 24/7 rotational shift pattern (day, evening and night shifts including weekends). High attention to detail in documentation and process adherence, aligned to compliance requirements. Experience in a regulated environment is an advantage (or the willingness to learn compliance expectations quickly). Team oriented mindset with a commitment to delivering a great customer experience.

Responsibilities

Support customers across chat, phone, and email, providing clear and solution-focused assistance. Collaborate with colleagues to resolve complex cases and share insights to improve tools and processes.