Customer Support- Quality Assurance

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.

We are seeking a Customer Support Quality Assurance Associate to ensure consistent, high-quality customer interactions by monitoring, auditing, and evaluating support performance against company standards. This role is responsible for identifying gaps, driving improvements, and maintaining compliance to enhance customer satisfaction and overall service excellence.

• Evaluate agent performance using established quality frameworks and scoring models.

• Identify service gaps, risks, and non-compliance trends through regular audits.

• Deliver actionable feedback and quality insights to support teams and leadership.

• Ensure consistency in customer experience, tone, and resolution quality.

• Track, analyze, and report on quality metrics and audit findings.

• Support continuous improvement initiatives to enhance customer satisfaction.

• Maintain comprehensive documentation, audit records, and quality guidelines.

• Prepare ad hoc reports as requested by Management and the Operations team.

• Provide Management with feedback on areas for improvement to enhance service delivery.

• Monitor and audit customer support interactions across all channels to ensure adherence to service quality standards.

• This role requires employees to have a solid understanding of all processes carried out by the Customer Support department.

• Employees must demonstrate emotional intelligence and professionalism when providing constructive performance feedback to support team members.

• Strong written, verbal, and nonverbal communication skills, along with keen attention to detail, are essential.

• Employees should possess problem-solving abilities to develop effective strategies for improving service quality.

• Additionally, the role requires individuals to be both goal-oriented and results-driven.

• Tertiary education in marketing, communications, business management, or a related field is preferred.

• 3+ years of experience in customer service, quality assurance, or a related support role.

• Prior experience in Fintech or Financial Services is a strong advantage, particularly in regulated or high-trust environments.

• Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly.

• Excellent communication, empathy, problem-solving, and collaboration skills.

• A self-starter who can work independently, manage priorities effectively, and consistently deliver high-quality work across multiple tasks and deadlines.

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 and Instagram and if you haven't already, download the app on the App Store or Google Play.

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.