Customer Support Specialist

LemFi (Series B) is building the go-to financial app for the Global South. Our team of 400+ spanning 20+ countries is creating a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live. With over 2 million users across the globe, we process over $1.5B in monthly transactions to 30+ countries.

We are seeking a customer support specialist to assist and resolve customer requests, ensure satisfaction, and foster positive relationships. This role includes handling inquiries, troubleshooting problems, providing product or service information, and facilitating timely and efficient solutions, with a particular focus on credit. The ultimate goal is to enhance the customer experience and maintain the company’s reputation for exceptional service.

Responsibilities:

• Responding to customer requests through phone calls, emails, and other interactive channels.
• Accurately capturing each customer request via phone calls on Zendesk for follow-up purposes.
• Ensuring all conversations with customers adhere to compliant regulatory standards.
• Escalating complex or unresolved customer requests to the appropriate support or management team.
• Collaborating with team members to resolve customer requests promptly.
• Performing adhoc tasks as assigned by management.
• Sharing customer feedback with team leads to identify areas for service delivery improvement.
• Attending regular meetings and training sessions to stay informed about the job and company developments.

Who You Are:

• Minimum of 1–2 years' experience in customer support, ideally within a fintech or banking environment.
• At least six months of experience working in a call centre team.
• Strong proficiency in English, Portuguese, or Spanish.
• Excellent written, verbal, and non-verbal communication skills, with keen attention to detail.
• Exceptional problem-solving abilities to troubleshoot customer issues and provide scalable solutions.

What You Will Bring:

• Prior experience in Credit or Financial Services is a strong advantage, particularly in regulated or high-trust environments.
• Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly.
• Excellent communication, empathy, problem-solving, and collaboration skills.
• A self-starter who can work independently, manage priorities effectively, and consistently deliver high-quality work across multiple tasks and deadlines.

The Interview Process:

• Talent Screen (30 mins)
• Final interview (Task Presentation and behavioural) with the Hiring Team (30 mins)

Why Join LemFi?

At LemFi, you won’t be just a cog in a machine. Your work goes beyond metrics - it puts money back in families’ pockets and offers access to the previously excluded. Join us to make a meaningful difference, where high performance is a lifeline for millions.

Our Values:

• Sharp Customer Focus: We cut through the noise and prioritise ruthlessly based on what drives real value.
• Lead with Data: We trade instinct for insight. We test, analyse, and own the outcomes.
• Ownership: We take responsibility for global outcomes, not just local wins.
• Grit: We navigate ambiguity with resilience and keep pushing until the customer feels the impact.

Diversity & Inclusion at LemFi: To build the best financial tools for the global diaspora, we need a team that reflects the world we serve. We welcome builders from all walks of life who embody our values over a perfect resume. If you are excited about this role and our mission, we encourage you to apply anyway.