Customer Support Lead

At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.

Through AI, Cutting-edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story.

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

As a Customer Support Lead, you will play a key role in shaping how customers experience Fido. You will lead customer engagement across multiple channels, ensuring customers receive timely, empathetic and personalised support at every interaction.

You will be responsible for building strong customer relationships, understanding customer needs, resolving concerns effectively, and helping create a service culture that sets Fido apart in the market. This role is ideal for someone who genuinely enjoys helping people, takes ownership of the customer experience, and thrives in a fast-paced environment.

What You Will Do:

Customer Engagement

• Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner.
• Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type.
• Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience.

Issue Resolution & Troubleshooting

• Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions.
• Guide customers through product features, troubleshooting steps, and self-service options.
• Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary.
• De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement.

Sales & Growth

• Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services.
• Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner.

Team & Performance 

• Monitor customer support performance and contribute to achieving team KPIs across quality, productivity and customer satisfaction.
• Maintain accurate records of customer interactions and feedback in the CRM/helpdesk system.
• Perform additional customer experience and operational tasks as assigned by team leadership.
  

• Minimum three (3) years in a customer service, customer support or customer experience role.
• Experience in fintech, financial services, or telecoms will be an advantage.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills in English.
• Strong digital literacy with the ability to quickly learn and navigate multiple systems.
• Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage.
• Additional South African languages are a plus.
• Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.
• Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment, including weekend shifts (When required).
• Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information.
• Strong ownership mindset with a genuine passion for creating positive customer experiences.