Customer Support Specialist - Remote

Jobgether has ALL remote jobs globally. We match you to roles where you're most likely to succeed, and provide feedback on every application to help you learn. No more guesswork, application black holes, or recruiter ghosting in your job search. For one of our clients, we are looking for a Customer Support Specialist, remotely from the Philippines and Nigeria. As a Customer Support Specialist, you will be responsible for delivering exceptional technical and functional support to customers, including Neobanks and MFIs.

Working alongside an existing team of Support Specialists, you will assist clients with product configurations, troubleshooting, and best practices to maximize the value of the software. This is a remote role, and candidates should be able to work standard CET working hours. You will collaborate with multiple teams, including Customer Success, Implementation, Product, and Tech, ensuring efficient service delivery. Strong communication, analytical skills, and a customer-oriented mindset are essential for success in this role. Accountabilities:

Provide top-tier support by resolving customer queries on product configuration, reporting, and integrationsAssist in defining and maintaining performance standards, including SLAs and best practices for ticket handlingCollaborate with internal teams to enhance support processes and technical troubleshootingMaintain up-to-date knowledge of new product features and API integrationsAct as an escalation point for complex customer issues, offering guidance and resolution strategiesIdentify and implement tools and automation to optimize resource efficiencyContribute to internal documentation, including support procedures and training materialsStay informed about product updates and ensure accurate communication with customersRequirements3 to 5 years of experience in technical support or customer service within banking, fintech, or core banking softwareStrong understanding of APIs, payments integrations, and best practices in technical supportKnowledge of accounting principles is a plusExperience with customer support software (ideally Zendesk) and SLA/KPI managementProactive approach to continuous improvement and process optimizationStrong analytical and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentExcellent communication and interpersonal skills, with a customer-centric mindsetExperience working remotely and collaborating across functionsProficiency in English and expertise in MS ExcelBenefitsCompetitive compensationFlexibility in working locationOpportunity to collaborate with a global team and customersWork with a successful, globally applied SaaS business modelInclusive and diverse work environment that values growth and development.