Job Description
Job Summary
As a Customer Support Analyst, you will be responsible for providing support for employees with benefit-related inquiries, requests, and complaints while proactively engaging eligible employees to drive awareness and adoption of our financial products.
Responsibilities
Key Responsibilities
Provide customer support across phone, email, and chat channels.
Proactively engage eligible employees and guide them through product applications.
Escalate and follow up on complex operational, technical, or product-related issues.
Maintain accurate customer records and case documentation in the CRM.
Identify recurring issues and contribute to support process improvements and knowledge resources.
Success Metrics
Customer Satisfaction (CSAT), response time, and resolution time.
SLA adherence, ticket/call volume management, and follow-up completion.
Outreach conversion, application completion, and product adoption rates.
Requirements
Requirements
Minimum of 2 years' experience in B2C customer support or a customer-facing role.
Experience in fintech, financial services, or employee benefits is an advantage.
Strong communication, problem-solving, and objection-handling skills.
Comfortable with outbound engagement and target-driven environments.
Experience using CRM tools and maintaining customer records.
Seamstar Persona:
To successfully become a Seamstar, you will have to:
believe in our vision and mission;
be smart and result-oriented;
be honest;
be respectful;
be a good communicator;
be kind, yet firm when necessary;
be a good team player; and
know how to have fun and be willing to partake in team-bonding activities.
Benefits
Benefits
Competitive salary.
On-site recreational/workout facilities.
Tea/coffee whenever you work at the office.
An opportunity to play an important role in building one of the top SaaS start-ups in Africa.
Career growth opportunity.
