Customer Support Specialist – Fintech

About the role

We are seeking a tech‑savvy Customer Support Specialist to join Eversend’s fast‑growing team in Uganda or Kenya. You will be the primary point of contact for our users, delivering prompt, empathetic assistance through live chat and email while helping them navigate our all‑in‑one financial platform.

Key responsibilities

• Respond to English‑speaking customers via live chat and email, providing timely resolutions.
• Assist French‑speaking users when needed.
• Guide users through the Eversend app, troubleshooting technical issues.
• Escalate complex cases to tech, compliance, or finance teams and follow through to closure.
• Identify recurring problems and relay feedback to improve products and services.
• Maintain accurate interaction records in line with internal and regulatory standards.
• Adapt quickly to new features, policies, and procedures in a dynamic environment.

Required profile

• Professional command of written and spoken English.
• Previous experience in customer support, preferably within fintech, banking, or digital‑first services.
• Comfortable with technology and able to learn new tools rapidly.
• Strong problem‑solving instincts and ability to stay calm under pressure.
• Self‑starter attitude with reliability and independence.
• Willingness to work rotational shifts, including nights, weekends, and public holidays.
• High attention to detail and excellent written communication.
• Ability to thrive in a diverse, multicultural team.

Required skills

• Experience with customer support platforms such as Intercom or Zendesk.