Customer Support Associate at Novacrust

Job Description

Company Overview:
Novacrust is a dynamic, technology-driven company providing seamless cross-border payment solutions for freelancers, creators, remote workers, and entrepreneurs across Africa. We empower users to receive global payments, hold funds in multiple currencies, and spend locally, bridging the gap between Africa and the global economy.
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Job Description:
We are seeking a Customer Support Associate to join our team. You will be the voice of Novacrust, assisting users with account navigation, payment issues, and product features, while ensuring a top-tier customer experience.
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Key Responsibilities:
Customer Assistance & Issue Resolution
• Respond promptly to customer inquiries via chat, email, and social media
• Troubleshoot account, payment, and transaction issues with empathy and clarity
• Escalate complex or technical issues to relevant internal teams
Product Support & Education
• Guide users on wallet setup, USD accounts, and virtual cards
• Help customers understand funding, withdrawals, and currency conversions
• Create and maintain FAQs, help articles, and product walkthroughs
Customer Experience & Feedback
• Collect user feedback to identify pain points and product improvement opportunities
• Collaborate with product and engineering teams to log and track user experience issues
• Refine support processes for efficiency and satisfaction
Monitoring & Reporting
• Track and report common support trends and recurring issues
• Maintain accurate logs of interactions and resolutions in CRM/ticketing tools
• Monitor response times, resolution rates, and satisfaction scores
Relationship Building
• Build trust with users through transparency, patience, and professionalism
• Engage users proactively to explain new features or updates
• Represent Novacrust with warm, human-centered support
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Qualifications & Skills:
• Bachelor’s degree in Communications, Marketing, Business, or related field
• 1–2 years of experience in customer success, support, or similar role
• Excellent communication, empathy, and problem-solving skills
• Ability to multitask in a fast-paced environment
• Background in fintech or payments is a plus
• Understanding of SEO principles and tools (Google Search Console, Ahrefs, SEMrush) is desirable
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Why Join Novacrust?
• Be part of a fast-growing fintech shaping global payments
• Collaborative and inclusive team culture with growth opportunities
• Competitive salary, benefits, and flexible work options