Customer Support Specialist (Fintech)

Location: Hybrid in Lusaka, Lusaka Province, Zambia; full-time rotational work includes weekends and evenings.

Company

hirify.global is a fintech company building mobile banking and point-of-sale solutions for emerging markets, including credit, current accounts, savings accounts, debit cards, and POS products.

What you will do

• Resolve complex customer issues quickly and accurately through phone and email in a high-volume environment.
• Provide first-tier technical support and manage escalations through resolution.
• Improve customer relationship management and reduce the workload of frontline support teams.
• Collaborate with team leads, supervisors, and managers to maintain customer satisfaction.
• Suggest improvements that increase support quality and response speed.
• Learn and use the knowledge base, internal tools, and contact management systems.

Requirements

• 2–3 years of experience in fintech or financial services; customer service experience is advantageous.
• Experience or readiness to help build a support team in a challenging growth environment.
• Strong customer-service mindset, positive and hardworking attitude, and willingness to go the extra mile.
• Ability to provide support through email and phone.
• Availability for full-time rotational work, including weekends and evenings.
• Strong attention to detail and ability to identify and solve customer problems accurately and quickly.
• Knowledge of relevant customer-support software; ability to multitask, prioritize, and manage time effectively.
• Good written and spoken English is required.
• Basic proficiency with Microsoft Excel or spreadsheets and Microsoft Word.

Culture & Benefits

• Work in a multicultural organization with employees from more than 27 nationalities.
• Private health insurance.
• Pension plan.
• Training and development opportunities.
• Performance bonus.

Hiring process

• Approximately 30-minute screening call with the Senior Recruiter.
• Approximately 30-minute technical interview with the hiring manager.