Customer Experience Associate

About Afriex At Afriex, we're on a mission to make sending money across borders as easy as sending a text. We're building the future of remittances with speed, transparency, and affordability. As a customer support representative, youll be the human voice behind our technologyempowering users across the globe. We value:

• ClarityWe keep things simple and communicate with purpose.

• OwnershipWe dont wait to be told; we take initiative.

• EmpathyWe care about our customers and each other.

• SpeedWe move fast, and we dont waste time.

• CuriosityWe question, learn, and grow.

You can learn more here

Customer Support Representative (English Only) Location: Remote from Nigeria Languages: Fluent in English Responsibilities:

• Support our users via chat, email, and social media.

• Troubleshoot issues quickly and empathetically.

• Manage inbound customer communicationsanswer incoming calls and emails to address customer questions, requests, and issues.

• Consult on customer successadvise customers on how to successfully leverage the product/service based on their unique needs.

• Maintain working product knowledgeact as a product expert to ensure information given to customers is accurate, up-to-date, and strategic.

• Track interactions in CRMrecord customer interactions in the internal system for cross-functional awareness and relationship development.

• Educate users on how to use Afriex effectively.

• Report bugs and collaborate with our product team to improve user experience.

• Bring fun and humanity into every interaction.

What Were Looking For:

• 3+ years in a Customer Support role at a SaaS, fintech, or crypto company.

• Bachelors degree or equivalent.

• Excellent written and verbal communication skills.

• Ability to address complaints and issues with effective solutions and a positive attitude.

• Passion for delighting customers with above-and-beyond service.

• Excellent time management and prioritization skills.

• Leadership mindset.

• A strong internet connection and a quiet work environment.

• Familiarity with the CRM system.

• Able to work in shifts.

Work Schedule & Availability

At Afriex, we pride ourselves on offering round-the-clock (24/7) customer support to our global users. To maintain this standard:

• Shift Work: Team members will work in rotating shifts, which include evenings, nights, and weekends.

• Days Off: Each team member is entitled to two days off per week; however, these days will not be consecutive.

• Flexibility: Schedules rotate to ensure fair distribution of shifts among all team members.

  Compensation

  At Afriex, we offer location-based compensation to ensure fairness and competitiveness across our global team. The starting salary for the Customer Support Representative role is:

• $200-$230USD per month, paid bi-weekly depending on your location and experience.

• We are committed to recognizing and rewarding our team's contributions. Therefore, annual reviewsare conducted, providing opportunities for salary increasesbased on individual performance and company growth.

This structure ensures that our customers receive continuous support while our team members have regular rest periods.

Application Instructions:

All applications must be in English and include a 1-minute voice recording (in English) telling us:

• Your name and where you're based.

• Why youd be perfect for this role.

• How do you make it possible to work remotely with a culturally distributed team?

• Why you are passionate about helping people.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

Perks & Culture at Afriex:

• Work from anywhere

• A fun, collaborative, and ambitious team.

• Opportunity to grow with a rapidly scaling company.

• Meaningful work helping real people every day.

• Paid time off, performance-based bonuses, and more!