Remote Customer Support Agent at FintechNest – Work from Home Opportunity

Job Type: Full-Time (Remote)
Location: Nigeria (Work from Anywhere)
Experience: 1–3 years
Qualification: OND / HND / B.Sc
Field: Customer Support, Fintech, IT Services
Salary: ₦120,000 – ₦200,000/month

About FintechNest

At FintechNest, we’re not just building financial technology products—we’re transforming how individuals and small businesses access and manage their money. Our mission is to provide fast, secure, and user-friendly financial services to underserved communities across Africa, starting with Nigeria.

As a fast-growing startup, we believe that exceptional customer service is central to our success. That’s why we’re looking for a motivated, empathetic, and tech-savvy Remote Customer Support Agent to join our dynamic team.

Role Overview

As a Remote Customer Support Agent, you will be the first line of contact between our users and the company. Your role is to ensure that every customer interaction is a positive experience. Whether it’s helping users resolve payment issues, guiding them through app functionalities, or escalating technical problems to the right teams, your job is to represent the voice of FintechNest—friendly, helpful, and professional.

This is a fully remote position, meaning you can work from anywhere in Nigeria with a reliable internet connection.

Key Responsibilities

Customer Interaction: Respond promptly and professionally to customer inquiries via chat, email, or phone.
Problem Resolution: Troubleshoot customer complaints or service issues and provide clear, effective solutions.
Product Knowledge: Develop a deep understanding of FintechNest’s products and services to confidently assist customers.
Ticket Management: Use our internal help desk system to log issues, update tickets, and track resolutions.
User Education: Assist users in navigating the mobile app or website by providing step-by-step guidance and helpful tips.
Feedback Collection: Identify recurring user concerns or feature requests and share them with product or development teams.
Policy Enforcement: Ensure that customer interactions comply with company policies, security standards, and regulatory guidelines.
Escalation: Flag complex or unresolved issues to appropriate departments in a timely manner.
Team Collaboration: Work closely with other support agents, QA testers, and product managers to continuously improve user experience.
Documentation: Maintain clear records of customer communications and actions taken.

Requirements

OND, HND, or B.Sc in any field, preferably in Business, Communications, IT, or a related discipline.
1–3 years of experience in a customer service or support role, preferably in a tech or fintech environment.
Strong written and verbal communication skills in English (Pidgin is a plus).
Proficiency in using customer support software such as Zendesk, Freshdesk, Intercom, or equivalent.
Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
A customer-first mindset with a calm and empathetic approach to resolving complaints.
Familiarity with basic mobile banking apps, payment systems, or fintech products is an advantage.
Excellent internet connection and a working laptop or desktop computer.
Ability to work a flexible schedule, including evenings and weekends, depending on user demand.

What We’re Looking For

We’re looking for candidates who are:

Empathetic: You understand customer frustration and know how to de-escalate tense conversations.
Detail-Oriented: You don’t miss important cues in messages or overlook key information when logging issues.
Tech-Savvy: You’re comfortable navigating digital platforms and picking up new software tools quickly.
Proactive: You seek solutions and suggest improvements rather than waiting for direction.
Reliable: You’re consistent, punctual, and dependable, especially when working independently from home.

Benefits of Working at FintechNest

Remote-First Culture: Work from anywhere in Nigeria. All you need is a good laptop and internet connection.
Stable Salary: Monthly salary between ₦120,000 and ₦200,000, depending on experience.
Paid Time Off: Enjoy paid annual leave, sick leave, and public holidays.
Training & Growth: Receive onboarding, tools, and training to thrive in your role. Career growth opportunities available as we scale.
Young, Friendly Team: Collaborate with a youthful and driven team passionate about innovation and customer satisfaction.
Meaningful Impact: Be part of a startup that is democratizing financial access in underserved regions of Africa.

Typical Day in This Role

Log in to the support dashboard by 9 AM.
Check for pending customer tickets and follow up on unresolved cases.
Respond to real-time live chats from users experiencing issues with the mobile wallet.
Jump on quick team calls to share user feedback and brainstorm better workflows.
Log new issues with appropriate screenshots and tags for the tech team to investigate.
Assist a user over the phone who mistakenly sent money to the wrong account.
Document the day’s resolved tickets and log key learnings or bugs discovered.

Why This Role Matters

FintechNest relies on customer trust. Your role ensures that customers not only use our product but feel supported throughout their journey. Whether it’s a small transaction error or a system bug, your job ensures the customer never feels abandoned.

You’ll help bridge the gap between users and the tech team, translating everyday challenges into solutions and driving improvements in product design, communication, and accessibility.

How to Apply

Interested and qualified candidates should send their CV to: recruit@fintechnestcareers.com using the subject line: “Remote Customer Support Agent – [Your Name]”.

Shortlisted candidates will be contacted for a short virtual interview and skills assessment. We encourage applications from individuals of all backgrounds and experiences.