Customer Support Associate at LemFi (Formerly Lemonade Finance)

LemFi (YC S21) is building the neobank for African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.

We are recruiting to fill the position below:

Job Title: Customer Support Associate

Location: Lagos
Employment Type: Full time
Work mode: Hybrid
Department: Operations

The Role

• We are looking for a Customer Support Associate to help ensure smooth, consistent, and high-quality support for our customers.
• In this role, you will follow established SOPs and SLAs, handle customer inquiries with accuracy and empathy, and contribute to improving our processes as we continue to grow.
• This position requires strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience.
• Professional fluency in French, Spanish, or German (spoken and written) is required to effectively support our multilingual customer base.

How You’ll Contribute

• Provide timely and professional support to customers via email, troubleshooting issues with accuracy, empathy, and a high level of courtesy.
• Escalate insights and challenges effectively, sharing both positive outcomes and customer issues through the right internal channels while navigating multiple tools and platforms.
• Collaborate closely with the wider team to continuously improve the quality of our service and ensure a seamless customer experience.
• Participate actively in weekly team meetings, sharing feedback and helping implement improvements based on real customer interactions.
• Identify trends and recurring patterns in customer inquiries, proactively recommending improvements to processes, product features, or customer education materials.

Who You Are

• You have a solid academic foundation, ideally with Tertiary Education in Marketing, Communications, Business Management, or a related field.
• You bring 2+ years of hands-on experience in customer service or a similar support role, where you’ve learned how to navigate customer needs with patience, clarity, and professionalism.
• Experience in Fintech or Financial Services is a strong plus — you’re familiar with fast-paced, high-trust environments and understand the importance of accuracy and compliance.
• You’re comfortable working with modern tools, including Google Workspace and CRM platforms, and you pick up new systems quickly.
• Your strengths include excellent communication, empathy, problem-solving, and collaboration, and you’re the kind of person who brings positive energy to cross-functional teamwork.
• You’re self-driven and reliable, able to work independently, prioritize effectively, and deliver high-quality work across multiple tasks and deadlines without needing constant supervision.

What You Will Bring:

• Strong functional expertise and a track record of delivering measurable impact
• Clear, structured communication and the ability to collaborate across teams
• High ownership, reliability, and a bias for problem-solving
• A customer-obsessed mindset and passion for building great products
• Adaptability, curiosity, and comfort operating in a fast-paced environment
• Professional fluency in French, Spanish, or German (spoken and written) is required to effectively support our multilingual customer base.

The Interview Process:

• Talent Screen (30 mins)
• Final interview (Task Presentation and behavioural) with the Hiring Team (30mins).

Why Join LemFi?

• Love shouldn’t be expensive, yet those working hardest for their families often face predatory fees and banking exclusion.
• We're changing this.
• At LemFi, you won’t be just a cog in a machine.
• Whether designing products, scaling operations, or telling our story, you’ll tackle complex challenges with real, immediate impact.
• Your work goes beyond metrics - it puts money back in families’ pockets and offers access to the previously excluded.
• Join us to make a meaningful difference, where high performance is a lifeline for millions.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online