Customer Support Associate

Job description

Who we are

Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

Job Purpose

As a Customer Support Associate, you’ll support our customers across chat, phone and email. You will provide clear guidance, resolve issues, and communicate in a way that is confident, empathetic and human. You’ll be working in a UK FCA regulated environment, where delivering fair, high quality support and positive customer outcomes is essential.

Location: Lagos (Hybrid)

Schedule: ²⁴⁄₇ shift rota (day, evening/night and weekend rotations)

Responsibilities

• Support customers across chat, phone and email, providing clear, accurate and solution focused assistance.

• Communicate with clarity and empathy, explaining information in a way that is reassuring and easy to follow.

• Use active listening to fully understand customer needs.

• Develop and maintain strong product knowledge to guide and support customers confidently

• Work efficiently to meet service level targets for response and resolution times while maintaining high quality.

• Follow established processes and regulatory requirements, including identity verification, documentation and secure data handling.

• Identify and log complaints accurately, ensuring fair handling and timely resolution in line with FCA requirements.

• Collaborate with colleagues and other teams to resolve more complex or escalated cases.

Share recurring customer issues or insights to help improve our tools and processes.

Requirements

• HND/B.Sc. degree required.

• 1–3 years experience in customer support, contact centre, fintech, digital banking, or similar.

• Excellent written and verbal communication skills, with strong active listening skills.

• Ability to work in a fast-paced environment, stay composed under pressure and prioritise effectively.

• Comfortable working on a ²⁴⁄₇ rotational shift pattern (day, evening and night shifts including weekends).

• High attention to detail in documentation and process adherence, aligned to compliance requirements.

• Experience in a regulated environment is an advantage (or the willingness to learn compliance expectations quickly).

Team oriented mindset with a commitment to delivering a great customer experience.