# Customer Support Specialist, Lusaka, Zambia

> FairMoney · Lusaka, Zambia (Hybrid) · Full-time · Posted 2026-11-09

**Workplace:** hybrid

**Department:** Operations

## Description

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.

**FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.**

To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch informative [video](https://www.youtube.com/watch?v=qJAvPHdpRD0).  

Your mission will be to :

-   Improve customer relationship management by taking the burden of service management from frontline customer support teams.
-   Resolve sophisticated problems for customers quickly and with the highest quality over the phone/email in a heavy volume environment.
-   Provide first-tier technical support services to FairMoney’s customers.
-   Escalate issues appropriately and drive them to resolution.
-   Work closely with team leads, supervisors, and managers to ensure synergy and all-time customer satisfaction.
-   Contributes to team effort by accomplishing related results as needed.
-   Contribute and share ideas to decrease the workload and improve the quality & speed of FairMoney customer support
-   Learn and master multiple systems (knowledge base, internal tools, contact management system)

## Requirements

-   A minimum of 2-3 years of experience (experience working in all customer service environments is an added advantage) in fintech, or any financial services sector.

-   A key player in building a support team in a challenging growth environment.
-   A positive and hard-working attitude.
-   Understand what outstanding customer support looks like and be ready to go the extra mile.
-   Open to all modes of support (email, phone support).
-   Willing to work full-time, including weekends and evenings (working on a rotational basis).
-   Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
-   Knowledge of relevant CS software.
-   Good understanding of English and must be able to read, speak and write in English Ability to multitask, prioritize and manage time effectively.
-   Accurate comprehension, interpretation, and timely response to emails and calls is an added advantage.
-   Basic proficiency in the use of Microsoft Excel/ spreadsheets and MS Word.

## Benefits

-   Private Health Insurance.
-   Pension Plan.
-   Training & Development.
-   Performance Bonus.

**Recruitment Process**

-   A screening call with the Senior Recruiter ~30 minutes.
-   Technical interview with the hiring manager ~30 minutes.

## Apply

[Apply at FairMoney](https://apply.workable.com/fairmoney/j/0D0B313867/apply)

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