Customer Support Officer at Aku

Aku is a fully-licensed payment led digital bank on a mission to disrupt cash and drive financial inclusion, one mobile device at a time. We have a passionate and dynamic team, that is committed to delivering excellence. As we expand, we are looking for individuals that share our vision & values and are excited about being a part of a community that intentionally plays their individual/collective tole in building a self-sustaining timeless legacy.

We are recruiting to fill the position below:

Job Title: Customer Support Officer

Location: Lagos, Nigeria 
Employment Type: Full-time

Key Responsibilities

• Respond promptly to customer inquiries across multiple channels including email, chat, and phone.
• Resolve customer complaints, transaction issues, and service-related concerns efficiently.
• Escalate complex issues to relevant internal teams and ensure timely resolution.
• Maintain accurate records of customer interactions and follow up on outstanding cases.
• Educate customers on product features, policies, and self-service options.
• Identify recurring issues and provide feedback to product and operations teams to improve customer experience.
• Ensure compliance with company policies, regulatory requirements, and data protection standards.

Requirements

• BSc or in any relevant discipline.
• Minimum of 3 years proven experience in a Customer Support role within a fintech, digital bank, or financial services environment.
• Strong understanding of fintech products, payment systems, and customer support processes.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with the ability to manage difficult customer interactions professionally.
• Experience using CRM and ticketing tools (e.g., Zendesk, Freshdesk, Intercom, or similar).
• High level of empathy, attention to detail, and ability to multitask in a fast-paced environment.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV to: Recruitment@aku.africa using the "customer support officer" as the subject of the email.