Client Support Personnel

SmartSend is dedicated to transforming the remittance landscape for Nigerians and Africans in the Diaspora. Our mission is to provide a reliable, fast, and cost-effective solution for money transfers. With our licensed operations and cutting-edge technology, we ensure that your funds reach your loved ones safely and quickly.

As a licensed Money Services Business (MSB) in Canada,USA and Nigeria, we prioritize your safety and security.We leverage technology to enhance your transfer experience. We are committed to supporting communities and families across borders.

Location: Lagos
Employment Type: Full-time

Position Overview

• The Client Support Personnel will serve as the first point of contact for customers, managing inquiries, resolving issues, and ensuring a seamless user experience across all service channels.
• This role is critical to maintaining customer trust, operational efficiency, and service excellence in a fast-paced FinTech environment.

Key Responsibilities
Customer Support & Engagement:

• Serve as the primary contact for customer inquiries via email, chat, and phone.
• Manage high volumes of customer interactions while maintaining service quality.
• Deliver prompt, professional, and empathetic responses to customer concerns.

Issue Resolution & Escalation:

• Investigate and resolve customer issues including failed transactions, delays, account access issues, and general platform concerns.
• Escalate complex or sensitive issues to relevant teams.
• Follow through on escalated cases to ensure timely resolution and customer satisfaction.

Transaction & Payment Support:

• Liaise with internal teams to resolve transaction discrepancies efficiently.
• Support customers with transaction tracking, reversals, and payment-related inquiries.
• Identify and flag suspicious or unusual transaction patterns where necessary.

Client Onboarding & KYC Support:

• Ensure all onboarding data is complete, accurate, and compliant with internal standards.
• Support KYC documentation submission and verification processes.
• Assist customers with onboarding and account setup processes.

Documentation & Systems Management:

• Update internal knowledge base, FAQs, and support documentation.
• Generate basic reports on customer issues, trends, and service performance.
• Maintain accurate records of all customer interactions using CRM/ticketing systems.

Service Quality & Continuous Improvement:

• Monitor recurring issues and provide feedback for process and product improvement.
• Contribute to initiatives aimed at improving customer experience and operational efficiency.
• Ensure compliance with defined Service Level Agreements (SLAs).

Qualifications & Requirements

• 2–4 years’ experience in customer support, client service, or operations.
• Experience using CRM tools is an advantage.
• Experience in FinTech, Banking, Payments, or Digital Financial Services is highly preferred.
• Bachelor’s Degree in Business Administration, Mass Communication, Finance, or related field.
• Applicants must be resident in Nigeria.

Skills & Competencies:

• High attention to detail and accuracy.
• Strong written and verbal communication skills.
• Strong customer-centric mindset and emotional intelligence.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Basic understanding of digital payments and financial systems.
• Excellent problem-solving and analytical ability.