Customer Operations Support

Job description

Robert Walters has partnered up with a leading fintech business headquartered in South Africa and operational across the African continent. We are recruiting for a Customer Operations Support Specialist to enhance service delivery and process optimisation across their markets in Africa. The role is based in either Zambia or Uganda, depending on candidate location.

The Customer Operations Support Specialist is vital in ensuring exceptional customer experiences and efficient internal processes in a rapidly growing digital financial services company. The successful candidate will work closely with internal teams and third-party partners to resolve customer queries, support customer operations, and contribute to scalable support infrastructure across multiple markets.

The role involves significant cross-functional collaboration, making strong stakeholder management essential to daily operations. As the business continues to scale, it presents an exciting opportunity to contribute to expanding inclusive financial access across Africa.

Success in this position will be measured by improvements in customer satisfaction, operational efficiency, and issue resolution times.

Key Qualifications:

Bachelor’s degree in business, operations, or a related field (preferred)
Minimum of 3 years of experience within a call centre or customer service environment, exposure to Credit Reference Bureau space will be preferred
Experience in customer service, operations, or process improvement
Exposure to fintech or digital financial services is a prerequisite
Working knowledge of customer support tools and ticketing systems (preferred)
Ability to speak French or Portuguese is a plus

Key Responsibilities:

Support customer operations through process improvement and issue resolution
Liaise with third-party partners to manage customer escalations and ensure SLA adherence
Analyse customer experience data and support performance metrics
Recommend improvements for operational processes and tools
Collaborate across teams to enhance customer support infrastructure

If you are passionate about improving customer experience in the fintech space and have strong experience in customer support and operations, then please apply for the role below.