Fintech Customer Care

As the first point of contact for customers, you will help them navigate the platform, troubleshoot issues, and get the most out of the product. You will manage a high volume of customer inquiries across multiple channels while ensuring every interaction is handled with clarity, ownership, and efficiency. Key Responsibilities Deliver High-Quality Customer Support Respond to customer inquiries through Zendesk via email, phone, and other supported channels. Provide clear, accurate, and timely responses to customer questions. Ensure a consistent and professional customer experience across all interactions. Own & Manage Customer Requests Take full ownership of customer requests from the first response through resolution. Proactively follow up to ensure issues are fully resolved. Maintain clear and accurate documentation of customer interactions in Zendesk. Troubleshoot & Resolve Issues Investigate and resolve common product and platform issues. Guide customers through workflows and product best practices. Identify complex issues requiring escalation and route them appropriately. Collaborate with Internal Teams Escalate complex or technical cases to the L2 Technical Support team with clear context. Work closely with Product, Engineering, and other relevant teams when required. Ensure smooth handoffs and proper follow-up on escalated cases. Support Continuous Improvement Contribute to internal documentation and knowledge-base content. Share recurring customer issues and feedback with the team. Support initiatives aimed at improving processes and overall support efficiency.

Career Framework Role: Each program requires a foundational skill set and product-specific knowledge to perform routine tasks within clearly defined processes. The role operates under close supervision, with structured procedures, supporting continuous learning and performance development. What We Offer: Competitive Salary Transportation Provided Medical & Social Insurance Fast track for promotions within 6 months Supportive, inclusive, and growth-focused work environment

Desired Candidate Profile

Requirements

English proficiency: B2 level or above. 1 3 years of customer support experience. Strong written and verbal communication skills. Experience within fintech, payments, or financial software.

Working Conditions

Work Model: Work from Home (WAH) Working Hours: 10:00 AM 7:00 PM Cairo time Shift: Fixed Days Off: Saturday & Sunday Serving Region: Europe Important: A CV is mandatory when applying for this position.