Customer Support Associate - Francophone at Lemfi

LemFi (Series B) is building the go-to financial app for the Global South. Moving to a new country shouldn’t mean starting from zero. That's why our team of 400+ spanning 20+ countries is building a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live. What began as fast, affordable remittances is now evolving into a complete platform for multi-currency accounts, payments, credit, and long-term financial growth. With over 2 million users across the globe, we process over $1.5B in monthly transactions to 30+ countries, proving that borders shouldn't limit financial opportunity. 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. HOW YOU’LL CONTRIBUTE 1. Provide timely and professional support to customers via email, troubleshooting issues with accuracy, empathy, and a high level of courtesy. 2. Escalate insights and challenges effectively, sharing both positive outcomes and customer issues through the right internal channels while navigating multiple tools and platforms. 3. Collaborate closely with the wider team to continuously improve the quality of our service and ensure a seamless customer experience. 4. Participate actively in weekly team meetings, sharing feedback and helping implement improvements based on real customer interactions. 5. Identify trends and recurring patterns in customer inquiries, proactively recommending improvements to processes, product features, or customer education materials. WHO YOU ARE 1. You have a solid academic foundation, ideally with tertiary education in marketing, communications, business management, or a related field. 2. 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. 3. 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. 4. You’re comfortable working with modern tools, including Google Workspace and CRM platforms, and you pick up new systems quickly. 5. 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. 6. You must be a native French speaker with strong proficiency in English. 7. 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. 8. This is an onsite role based at our office in Angré, Abidjan. Candidates must live within reasonable commuting distance of the office area. 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 THE INTERVIEW PROCESS 1. Talent Screen (30 mins) 2. 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. Our Values: How We Win - Sharp Customer Focus 🎯 We cut through the noise and prioritize ruthlessly based on what drives real value. - Lead with Data 📊 We trade instinct for insight. We test, analyze, and own the outcomes. - Ownership 🤝 We take responsibility for global outcomes, not just local wins. - Grit 💪 We navigate ambiguity with resilience and keep pushing until the customer feels the impact. You can connect with us on LinkedIn [Upgrade to PRO to see link] and Instagram [Upgrade to PRO to see link] and if you haven't already, download the app on the App Store [Upgrade to PRO to see link] or Google Play [Upgrade to PRO to see link] Diversity & Inclusion at LemFi To build the best financial tools for the global diaspora, we need a team that reflects the world we serve. We welcome builders from all walks of life who embody our values over a perfect resume. Don’t meet every single requirement in the job ad? Research shows that candidates from underrepresented backgrounds often hesitate to apply if they don't check every box. If you are excited about this role and our mission, we encourage you to apply anyway. You might be just the right person for this, or other roles.