Customer Support Specialist

About the role

Eversend is seeking tech‑savvy Customer Support Specialists to join its growing team in Uganda or Kenya. You will be the primary point of contact for users of the platform, delivering fast, empathetic assistance across multiple channels.

Key responsibilities

• Respond to customer inquiries via live chat and email, providing timely and effective resolutions.
• Support English‑speaking users and, when possible, French‑speaking customers.
• Guide users through the Eversend app, troubleshoot issues, and ensure a smooth experience.
• Escalate complex cases to tech, compliance, or finance teams and follow through to closure.
• Identify recurring problems and relay feedback to improve products and services.
• Maintain accurate interaction records in line with internal and regulatory standards.
• Adapt quickly to new features, policies, and procedures in a fast‑moving environment.

Required profile

• Excellent written and spoken English at a professional level.
• Prior experience in customer support, preferably within fintech, banking, or digital‑first companies.
• Strong problem‑solving instincts and ability to stay calm under pressure.
• Self‑starter attitude with reliability and the capacity to work independently.
• Flexibility to work rotational shifts, including nights, weekends, and public holidays.
• High attention to detail and strong written communication skills.
• Comfortable working in a diverse, multicultural team.

Required skills

• Experience with customer support platforms such as Intercom.
• Experience with ticketing systems like Zendesk.