Support Specialist

1 week ago

Cape Town, Western Cape, South Africa Lifecheq Full time R240 000 per year
Support Specialist - LifeCheq (6 month Contract)

Join Our Mission to Revolutionise Financial Advice
About LifeCheq

LifeCheq is a pioneering fintech company based in South Africa, leading the revolution in personal finance with our holistic approach and advanced advice platform. We cater to the mass affluent market, boasting the fastest-growing and one of the largest financial advice platforms in the sector. Our mission is to democratise access to high-quality, personalised, and holistic financial advice.
Role Overview

As a Support Specialist, you will be the frontline champion ensuring our users receive exceptional support as they navigate their journey through our platform. This position combines technical expertise, financial services knowledge, and outstanding customer service skills to deliver world-class support experiences that build trust and drive platform adoption.

The successful candidate will have experience in customer support, preferably within financial services or fintech, with a proven track record of resolving complex queries and building positive client relationships. You will have a strong understanding of financial products and services, be comfortable with technology platforms, and excel at translating complex information into clear, actionable guidance for our users.

You will work closely with colleagues across product and development teams as well as Key Account Managers, to ensure seamless user experiences. You will be a collaborative team player who thrives in a fast-paced environment, is comfortable learning new technologies, and takes ownership of user success from first contact through resolution.
Key Responsibilities

Client Support and Service Delivery
  • Provide exceptional support to users email, chat, and other digital channels
  • Resolve account inquiries, technical issues, and platform navigation challenges
  • Guide users through our financial planning tools and advice processes
Technical and Product Support
  • Troubleshoot platform functionality and user experience issues
  • Escalate complex technical problems to product teams with detailed documentation
  • Test new features and provide feedback on user experience improvements
  • Maintain comprehensive knowledge of platform capabilities and updates
Continuous Improvement and Reporting
  • Document user interactions and identify recurring issues or improvement opportunities
  • Contribute to knowledge base development and support process optimisation
  • Track and report on key performance indicators including response times, resolution rates, and user satisfaction
  • Participate in training programs and stay current with industry developments
Cross-functional Collaboration
  • Collaborate with product teams to communicate user feedback and feature requests
  • Support onboarding processes for new users
  • Assist with special projects and initiatives as needed
Requirements
  • Minimum 2-3 years of experience in customer support, preferably in financial services or fintech
  • Strong understanding of financial products
  • Excellent written and verbal communication skills with ability to explain complex concepts clearly
  • Proficiency with CRM systems, support ticketing platforms, and financial software
  • Demonstrated problem-solving abilities and attention to detail
  • Experience with digital communication channels and support tools
  • Ability to handle sensitive and confidential information appropriately
  • Strong organisational skills and ability to manage multiple priorities
  • Comfort with technology and ability to quickly learn new platforms and tools
  • Professional demeanor with empathy and patience when dealing with user concerns
What We Offer
  • 6 month contract with potential to become permanent
  • Opportunity to shape the future of financial advice through technology
  • Competitive salary and benefits package
  • Remote-first work environment with flexible hours
  • Continuous learning and development opportunities
  • Collaborative and innovative company culture
  • Chance to make a significant impact on the financial well-being of individuals across South Africa and beyond
  • Monthly Salary: R20k +/-
Join us in our mission to revolutionize financial advice and empower users to achieve their financial goals through exceptional support and cutting-edge technology.

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