Customer Experience Associate (Remote) at Lendastack Technologies

Lendastack Technologies is a fast-growing cloud-based all-in-one solution company for managing financial services. We are building a platform that empowers businesses by providing them with an all-in-one loan, deposits, investments, reporting, user management, and workflow customization solution. We thrive on innovation, agility, and a shared value of always delivering quality work.

We are recruiting to fill the position below:

Job Title: Customer Experience Associate

Location: Lagos (Remote)
Employment Type: Full-time
Industry: Fintech

The Role

• This role is positively challenging and will provide growth to the prospective role holder.
• The ideal role holder is highly solution-driven and motivated customer support who can provide exceptional service and technical assistance to our customers.
• In this role, you will be responsible for addressing customer inquiries, troubleshooting issues, and ensuring a smooth and positive experience with our products and services.
• As the first point of contact, you will play a key role in resolving customer concerns efficiently, identifying common challenges, and providing feedback to improve our support processes.

Job Responsibilities
These include but are not limited to:

• Serve as the first point of contact for customer inquiries and support requests
• Handle and resolve customer complaints promptly and professionally
• Follow up with customers to ensure their issues have been resolved to their satisfaction
• Provide accurate and timely information regarding products, and policies
• Troubleshoot and resolve basic technical issues; escalate complex cases as needed
• Maintain a high level of product knowledge to assist customers effectively
• Document and track complaints to identify trends and areas for improvement
• Collect and analyze customer feedback from various channels
• Generate reports on feedback trends and insights for continuous improvement
• Collaborate with internal teams to address and resolve underlying issues.
• Communicate feedback outcomes and actions taken to customers to build trust and transparency.
• Document and refine the incident management process to ensure consistent and efficient handling of issues
• Provide support for new customer onboarding, including setup and product training.

Job Requirements

• Candidates should possess a Bachelor's Degree qualification
• Minimum of 3 years experience in customer support, preferably in a FinTech company.
• Strong verbal and written skills; ability to explain complex topics in simple terms.
• Ability to accurately document customer interactions, identify patterns, and follow up effectively.
• Customer-first approach with the ability to anticipate and resolve issues.
• Comfortable working independently, managing time effectively, and collaborating with distributed teams.
• Ability to work closely with Product, and Engineering teams to resolve customer challenges.

Performance Metrics:
These include the main key result areas that the role will be focused on, but are not limited to the following:

• Efficient Issue Resolution
• Enhanced User-Centric Approach
• Improved Customer Experience Processes

Interview Process
Preliminary Chat:

• If your application aligns with the role, we will schedule a 30–45-minute conversation with our HR team. 
• This session allows us to learn more about your experience, discuss the role in detail, and assess mutual fit for both you and our team.

Recruitment Exercise:

• Following the initial chat, you will participate in a recruitment exercise designed to evaluate your technical and strategic competencies. 
• This may include case studies, problem-solving tasks, or other relevant assessments to gauge your suitability for the role.

Final Interview:

• If you successfully complete the assessment stage, you will have a technical discussion with the Hiring Manager. 
• This conversation will focus on your expertise, the recruitment exercise, and how your skills align with the role’s requirements.
• We are committed to keeping you informed and will provide an update within a week after each stage.

Application Closing Date
30th March, 2025.