We are seeking a proactive and customer-focused Weekend and Night Support Specialist (The night and weekend shift is within our 24/7 support hours) to provide exceptional support to our clients and users outside regular business hours. As the first point of contact during weekends and night shifts, you will resolve technical issues, assist with customer inquiries, and ensure seamless service delivery in alignment with our company’s values and standards.

Key Responsibilities

• Respond promptly to customer inquiries via chat (Intercom and Freshworks)
• Troubleshoot and resolve customer issues, escalating complex cases as needed.
• Provide accurate information about products and services.
• Assist users with technical issues, such as login errors and payment processing.
• Monitor system alerts and escalate performance issues to relevant teams.
• Track and resolve incidents in line with company procedures and SLAs.
• Monitor customer feedback and identify trends for process improvement.
• Meet or exceed support KPIs while ensuring service excellence.
• Update knowledge of company products, policies, and procedures regularly.
  

Requirements

• Bachelor’s degree or relevant certification in IT, customer service, or a related field.
• 2–3 years of experience in customer or technical support, preferably in fintech.
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Familiarity with CRM tools (e.g., Freshworks, Intercom).
• Basic understanding of fintech products and online payments.
• Customer-first approach with strong empathy.
• Flexibility to work night and weekend shifts consistently.
• Detail-oriented and organized with the ability to work independently.
• The role is remote but new teammates will be required to come into the office a few times a month to sync and bond with the team.