Customer Support Agent

SUMMARY:
As a Customer Support Agent, you''ll be on the front lines of client communicationresolving queries, investigating complex payment issues, and escalating risks or fraudulent activity when needed.

POSITION INFO:

Customer Support Agent
Join a High-Growth Fintech Start-Up Powering Global Payments
Claremont, Cape Town | R10 000 - R15 000 | Shift-Based (7am - 3pm, 3pm - 12am)

About Our Client
Our client is a dynamic South African fintech company providing secure and seamless online payment solutions across diverse industries such as e-commerce and iGaming. With a focus on innovation, speed, and simplicity, they''re building a lean, collaborative team that''s transforming how digital transactions happen locally and globally.

The Role: Customer Support Agent
As a Customer Support Agent, you''ll be on the front lines of client communicationresolving queries, investigating complex payment issues, and escalating risks or fraudulent activity when needed. This is a fast-paced, high-accountability role within a 24/7 support environment, ideal for someone who thrives on problem-solving and delivering excellent service.

Key Responsibilities

• Minimum 6 - 12 months experience in customer support/service (preferably in fintech, payments, or online platforms)

• Monitor and respond to customer queries across Telegram, Slack, Email, and other platforms within SLA timeframes

• Investigate failed/declined transactions, chargebacks, reversals, or payout delays and resolve issues end-to-end

• Escalate suspicious behaviour or fraud patterns to Risk/Operations and ensure proper closure

• Deliver consistent support across shift rotations, including weekends and public holidays

• Maintain clear, professional communication and accurate records in helpdesk tools

• Continuously contribute to improving support processes and client satisfaction

About You

• 6 to 12 months in a customer-facing role, ideally within payments, fintech, e-commerce or iGaming

• Matric (Grade 12) required; tertiary education in marketing or a related field is a plus

• Analytical and investigative mindset with strong attention to detail

• Confident communicator with excellent written and spoken English

• Fast and accurate typing; tech-savvy with Telegram, Slack, email and CRM systems (e.g. Zendesk, Intercom)

• Comfortable with shift-based work (7am - 3pm, 3pm - 12am, including weekends and public holidays)

• Team player, adaptable, and comfortable in a high-growth, startup environment