Customer Support Representative

About the role

• 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.
  
  

What you'll do

• 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.
  
  

Qualifications

• 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.

Why Join Kredete

• Compensation + Equity-linked incentive package
• Opportunity to help shape the future of cross-border financial infrastructure
• High-impact role with direct visibility into company growth and strategy
• Small, high-performing teams with strong ownership and autonomy.
• Fast execution environment with meaningful career growth opportunities
• Exposure to global markets, fintech innovation, and emerging payment systems
• Collaborative and mission-driven culture focused on building products customers genuinely love

Opportunity: At Kredete, we are proud to be an equal opportunity employer. We value diversity and all applicants seeking employment with us are strictly based on merit, competency and qualifications. We do not discriminate based on religion, race, national origin, sexual orientation, sex, marital or family status, disability or gender.

Data Protection: By applying to this role, you consent to the collection and processing of your personal data by Kredete for the purposes of assessing your suitability for the advertised position. All personal data will be processed in accordance with applicable data protection laws.

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