Job Title: Junior Customer Support Onboarding Specialist

$1,000–2,000 Remote (Global) l Full-time l Junior+ / Middle l English B2+

TL;DR - Customer Support & Onboarding Specialist (Fintech): Supporting customers throughout onboarding and the early stages of using Kanzum. Focus on processing customer requests and tickets, coordinating issues with internal teams, and making sure customers receive timely and accurate support.

Kanzum is a B2B fintech platform providing embedded financial infrastructure, SaaS solutions, and cross-border payment capabilities across Africa, MENA, and Asia.

The Role

You will be one of the first points of contact for customers and will help them successfully complete onboarding and start using Kanzum.

Your main focus will be handling customer requests and tickets, answering questions, tracking issues, and coordinating with Compliance, Operations, and Product teams when additional support is required.

Customer Support

• Handle incoming customer requests and tickets.
• Respond to customer questions and provide clear and accurate information.
• Help customers resolve issues related to onboarding and product usage.
• Escalate complex issues to the relevant internal team.
• Follow up on open requests until they are resolved.
• Maintain clear communication with customers throughout the process.

Customer Operations

• Maintain accurate customer information and communication history in HubSpot.
• Keep customer statuses and tickets up to date.
• Track open issues and make sure they are not left unresolved.
• Collect recurring customer questions and issues and share them with the relevant teams.