Customer Support Associate

LemFi (YC S21) is building the neobank for African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.

We are recruiting to fill the position below:

Job Title: Customer Support Associate

Location: Lagos
Employment Type: Full-time / Hybrid

About the role

• LemFi is the financial engine for people the world wasn't built to serve. We handle real money for real people - remittances, multi-currency accounts, savings, eSIMs and credit across roughly 21 countries.
• When something goes wrong for a customer, the Customer Support team is the difference between trust earned and a customer lost forever.
• We are growing our support team and looking for sharp, driven people who are at the very start of their careers and want to build something meaningful. You do not need years of experience.
• You need to care deeply, communicate clearly, and be the kind of person who does not stop until a problem is actually solved. Professional fluency in French, Spanish or German (spoken and written) is an advantage to support our multilingual customer base. This role demands strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience.

What you'll build and own

• Be the first point of contact for LemFi customers - resolving queries on transfers, accounts and products through chat, email and other channels, quickly and with genuine empathy
• Own every issue you pick up from first contact to resolution, escalating to the right teams when needed and always following up so nothing falls through the cracks
• Spot patterns in the questions and complaints coming in, flag them clearly to your team lead, and suggest improvements that remove the root cause - not just the symptom
• Use AI-assisted tools and knowledge-base resources to find answers faster, while applying your own judgement to make sure the response actually fits the customer's situation
• Keep customer records and interaction logs accurate and up to date so the whole team can trust the data they work from
• Represent the LemFi brand in every interaction - plain language, no jargon, real answers, and a warm tone even in difficult moments
• Participate actively in weekly team meetings. Share feedback and help implement improvements based on real customer interactions.

Your experience

• An undergraduate Degree (any discipline) from a recognised university, or a postgraduate qualification
• Zero to two years of work experience - we welcome fresh graduates and those early in their careers equally.
• Exceptional written and spoken English: clear, concise and warm.
• The kind of person who reads a problem properly before responding and is genuinely bothered when a customer leaves without their issue solved
• Able to stay organised and accurate when handling multiple conversations at once, without letting quality slip
• Comfortable working with modern tools: Google Workspace, CRM platforms. You pick up new systems quickly.
• Self-driven and reliable. You work independently, prioritize effectively and deliver high-quality work across multiple tasks and deadlines.
• Strong attention to detail and a customer-obsessed mindset. You genuinely care about building great support experiences.

Nice to have:

• Prior exposure to a fintech, bank or customer-facing role (even briefly, or through an internship)
• Familiarity with any ticketing or CRM platform
• Fluency in an additional language spoken by LemFi's customer base.