CX & Back Office 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.

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As the CX & Back Office lead, you will drive both customer experience and back office operations in Zambia, ensuring seamless service delivery across customer interactions and operational processes.

You will be responsible for coordinating frontline support teams and back office functions, ensuring high-quality customer service, accurate transaction processing, and strong operational controls. This role requires close collaboration with cross-functional teams including Finance, Risk, Product, Technology, and third party operators to drive efficiency, resolve issues, and continuously improve the customer journey.

This is a critical role in ensuring operational excellence, customer trust, and scalability in a fast-growing fintech environment. This role will also play a key part in coordinating and providing support for our third party service providers to improve customer resolution speed, accountability, and overall customer experience.

What you will do:

Back Office & Transaction Operations

• Perform daily transaction monitoring, analysis and reconciliations across customer accounts, payments, disbursements, and repayments.
• Investigate transaction exceptions and resolve discrepancies within expected turnaround time by engaging with internal teams and external partners.
• Ensure operational compliance by keeping accurate, complete, and up to date records.
• Handle sensitive account-related actions such as account updates, deactivations, and credential resets.

Customer Experience & Support Operations

• Own and maintain the customer support knowledge base, ensuring articles, scripts, FAQs, and standard operating procedures remain current.
• Work with Product, Operations, and Compliance teams to keep customer guidance aligned with product and policy changes.
• Identify opportunities to improve customer self-service resources and agent effectiveness.
• Serve as the primary escalation point for complex customer issues that cannot be resolved by frontline support agents, ensuring timely and customer-centric resolution.

Data, Reporting & Analytics

• Prepare and analyze customer support and operational performance data to derive data-driven insights for decision-making.
• Identify trends, exceptions, and operational risks through data analysis.
• Own and track key operational KPIs including CSAT, turnaround time, backlog management and ticket resolution to support continuous service improvement and accountability.
  

• 5+ years of  experience in customer service and/or back office operations, with prior experience in a managerial or leadership role.
• Background in fintech, financial services, telecom, or a high-volume operations environment.
• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Strong understanding of customer support operations, transaction processing, and reconciliation workflows.
• Experience working with CRM, helpdesk, and back office systems.
• Strong data and analytical skills with attention to detail and problem-solving capability.
• Ability to work independent;y with minimal supervision.
• Proven ability to collaborate effectively across cross-functional teams spread across multiple countries.

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