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Customer Support Associate
LemFi (Formerly Lemonade Finance) • Lagos
Posted: 19 October 2026Deadline: 2 November 2026
📋 Requirements
- •You do not need years of experience.
📝 Description
- •About The Role
- •LemFi is the financial engine for people the world wasn't built to serve.
- •We handle real money for real people - remittances, multi-currency accounts, savings, eSIMs and credit across roughly 21 countries.
- •When something goes wrong for a customer, the Customer Support team is the difference between trust earned and a customer lost forever.
- •We are growing our support team and looking for sharp, driven people who are at the very start of their careers and want to build something meaningful.
- •You do not need years of experience.
- •You need to care deeply, communicate clearly, and be the kind of person who does not stop until a problem is actually solved.
- •Professional fluency in French, Spanish or German spoken and written is an advantage to support our multilingual customer base.
- •This role demands strong attention to detail, excellent communication skills, and a genuine commitment to delivering an exceptional customer experience.
- •What you'll build and own
- •Be the first point of contact for LemFi customers - resolving queries on transfers, accounts and products through chat, email and other channels, quickly and with genuine empathy
- •Own every issue you pick up from first contact to resolution, escalating to the right teams when needed and always following up so nothing falls through the cracks
- •Spot patterns in the questions and complaints coming in, flag them clearly to your team lead, and suggest improvements that remove the root cause - not just the symptom
- •Use AI-assisted tools and knowledge-base resources to find answers faster, while applying your own judgement to make sure the response actually fits the customer's situation
- •Keep customer records and interaction logs accurate and up to date so the whole team can trust the data they work from
- •Represent the LemFi brand in every interaction - plain language, no jargon, real answers, and a warm tone even in difficult moments
- •Participate actively in weekly team meetings.
- •Share feedback and help implement improvements based on real customer interactions.
- •Your experience
- •An undergraduate degree any discipline from a recognised university, or a postgraduate qualification
- •Zero to two years of work experience - we welcome fresh graduates and those early in their careers equally.
- •Exceptional written and spoken English: clear, concise and warm.
- •The kind of person who reads a problem properly before responding and is genuinely bothered when a customer leaves without their issue solved
- •Able to stay organised and accurate when handling multiple conversations at once, without letting quality slip
- •Comfortable working with modern tools: Google Workspace, CRM platforms.
- •You pick up new systems quickly.
- •Self-driven and reliable.
- •You work independently, prioritize effectively and deliver high-quality work across multiple tasks and deadlines.
- •Strong attention to detail and a customer-obsessed mindset.
- •You genuinely care about building great support experiences.
- •Nice to have
- •Prior exposure to a fintech, bank or customer-facing role even briefly, or through an internship
- •Familiarity with any ticketing or CRM platform
- •Fluency in an additional language spoken by LemFi's customer base