## About Us Our mission is to enable Africans across the world to effectively manage their money and build wealth. This mission starts by enabling Africans to easily receive their salaries and payment for their work without overspending on fees. It then scales towards enabling them to easily pay bills, spend, and grow their money over time. In a world where African currencies are constantly fluctuating and getting devalued, it is paramount to preserve wealth. This problem applies to individuals and businesses on the continent, and Cleva is on a mission to solve this by providing Africans with the flexibility to hold, grow, and move money in their preferred currencies. Its only Day 1 at Cleva with an excitingly significant amount of work towards our mission. This presents an unprecedented opportunity for you to build the best banking platform for Africans across the world while having the greatest impact of your career. ## Who we serve Africans across the globe. This includes: - **Remote workers in Africa:** Contractors, freelancers, creators exporting their skills and talent to the rest of the world and needing to receive payment. - **Professionals in Africa:** Africans earning in local currency but seeking to preserve their income in more stable currencies and even grow their wealth. - **Africans that migrate from Africa:** Africans who need to send money home and move money across borders. - **Businesses:** African SMEs and startups looking to receive capital from investors ## Job Overview We are seeking an experienced Customer Success Specialist with at least 3 years of experience to enhance our customer experience, drive retention, and sustain satisfaction. This role involves handling customer inquiries, resolving issues efficiently, and ensuring an exceptional customer experience. You will be a champion for providing the best experience to our customer, while also working on internal process improvements and driving customer-focused initiatives. The ideal candidate is proactive, passionate about customer service, solutions-oriented, and comfortable working in a fast-paced environment. ## Key Responsibilities - Provide expert-level support to customers via email, chat, and phone, providing accurate and timely resolutions to hundreds of customer inquiries daily. - Quickly troubleshoot customer issues, escalate when necessary, and follow up to ensure full resolution. - Provide mentorship/coaching to other team members, while establishing processes to make the team more efficient. - Identify common customer pain points, using data, and suggest process improvements. - Assist with onboarding and educating customers on existing and new product features. - Collaborate with internal teams ( Product, Engineering, Marketing, Compliance) to address customer concerns and champion new customer initiatives. - Meet or exceed key performance metrics (response time, resolution rate, customer satisfaction, QA score). - Identify upsell/cross-sell opportunities to drive product adoption. ## Who You Are - 3+ years of customer service experience, preferably in fintech, SaaS, or a high-growth startup. - Strong verbal and written communication skills. - Experience with customer support platforms like Intercom - Ability to manage multiple tasks and prioritize effectively - Problem-solving mindset with a focus on customer satisfaction - Analytical mindset with the ability to identify patterns and recommend solutions - Comfortable working in a metrics-driven environment - Experience handling financial services or fintech-related queries is a plus. ## Benefits - Competitive salary - Health insurance and pension - Hybrid/remote work flexibility - Fast-growing fintech environment with career growth and development opportunities - Paid time off and company holidays. ## How to Apply Interested candidates should submit a CV and a brief cover letter [here](https://docs.google.com/forms/d/e/1FAIpQLScUk69DJs9NyQuYTXZITSsHPnRC5BaJoB6K8Cnqwr_erV4rKQ/viewform). In the cover letter, address at least two of the following in 250 to 400 words. 1. Why are you a suitable candidate for this role? 2. Share an example of how you identified a recurring customer pain point and implemented a process improvement that enhanced customer satisfaction or operational efficiency 3. How have you used data-driven insights to improve customer support operations or influence product development in your previous roles? Share an example.

## About Us Our mission is to enable Africans across the world to effectively manage their money and build wealth. This mission starts by enabling Africans to easily receive their salaries and payment for their work without overspending on fees. It then scales towards enabling them to easily pay bills, spend, and grow their money over time. In a world where African currencies are constantly fluctuating and getting devalued, it is paramount to preserve wealth. This problem applies to individuals and businesses on the continent, and Cleva is on a mission to solve this by providing Africans with the flexibility to hold, grow, and move money in their preferred currencies. Its only Day 1 at Cleva with an excitingly significant amount of work towards our mission. This presents an unprecedented opportunity for you to build the best banking platform for Africans across the world while having the greatest impact of your career. ## Who we serve Africans across the globe. This includes: - **Remote workers in Africa:** Contractors, freelancers, creators exporting their skills and talent to the rest of the world and needing to receive payment. - **Professionals in Africa:** Africans earning in local currency but seeking to preserve their income in more stable currencies and even grow their wealth. - **Africans that migrate from Africa:** Africans who need to send money home and move money across borders. - **Businesses:** African SMEs and startups looking to receive capital from investors ## Job Overview We are looking for an experienced Customer Success Associate (Calls) to handle customer inquiries, troubleshoot account issues, and ensure a smooth customer experience through phone calls. This role requires a balance of technical knowledge, problem-solving skills, and exceptional communication. ## Key Responsibilities - Handle inbound and outbound calls related to account inquiries, transactions, and troubleshooting. - Assist customers with account upgrades, payment issues, and dispute resolutions. - Escalate complex issues to senior support or specialized teams when needed. - Maintain accurate records of customer interactions and resolutions in our CRM. - Meet or exceed key performance indicators (KPIs) such as call resolution time, customer satisfaction, and compliance adherence. - Provide feedback on customer pain points and suggest process improvements. - Stay updated on fintech regulations, company policies, and new product features. - Verify customer identity and follow security protocols before accessing account information. - Provide an empathetic support experience to Cleva customers ## Requirements - 3+ years of continuous experience in a customer service call center role, preferably in fintech, banking, or financial services. - Experience with high-levels of compliance access in a financial services environment. - Compliance, Fraud/AML experience preferred. - Strong verbal and written communication skills. - Ability to handle difficult customers with professionalism and empathy. - Experience with CRM and call center software (e.g., Intercom). - Understanding of fintech products, digital payments, and financial regulations is a plus. - Problem-solving skills and attention to detail. - Ability to provide mentorship and coaching to the call center team - Ability to work in a fast-paced environment and adapt to changing processes. ## Preferred Qualifications - Prior experience in a fintech or financial institution. - Knowledge of compliance and KYC/AML procedures. - Experience handling high-value transactions or sensitive customer data. ## Benefits - Competitive salary - Health insurance and pension - Hybrid/remote work flexibility - Fast-growing fintech environment with career growth and development opportunities - Paid time off and company holidays. ## How to Apply Interested candidates should submit a detailed up-to-date CV showing relevant work experience [here](https://docs.google.com/forms/u/3/d/e/1FAIpQLSeM9kimci86pZgSDsotX4TJm273tCiiP-15XDaJL8tq7sNx8g/viewform?usp=send_form).