Yellow Card is a Financial Technology (FinTech) startup focused on building a new financial infrastructure for the African continent. Yellow Card is lowering barriers, removing fees and providing greater access to financial services. Together, we are building products and services that fulfill our mission of “financial inclusion for all”.
We’re looking for customer support representatives who share our values of service able to work weekend and night shift, and who are excited about providing top-notch support to our customers.
As a Front-line Customer Service Representative, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Yellow Card achieving its mission. At Yellow Card we have a high hiring bar and we’re determined to create a productive, progressive, inclusive place to work. If you’re looking to work for a mission driven, employee first organization, please apply today.
What you’ll be doing (ie. job duties):
- Responsible for providing email, chat, social media and phone support for Yellow Card customers by investigating, troubleshooting and resolving customer issues.
- Manage, prioritize, and respond to customer issues, inquiries, and escalations.
- Communicate with internal and external stakeholders in an effective, tactical, and insightful manner.
- Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.
- Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
What we look for in you (ie. job requirements):
- Motivated by Yellow Card’s mission and creating a seamless support experience for our global customer base.
- Must work in a defined shift, as required by the business. Weekend or night support will be required.
- Minimum of 3 years of relevant experience in financial services, crypto, technology, and/or customer support.
- Experience with different channels of support, including e-mail, social and/or chat.
- Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Must be able to read, write and speak in English
Nice to haves:
- Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
- Experience working with and partnering with external outsource business partners
