Customer Support Executive - Novacrust

Location: Remote

Company Description:

Novacrust, is a cross-border payment platform empowering freelancers, creators, remote workers, and entrepreneurs across Africa to receive global payments, hold funds in several currencies, and spend or withdraw in local currencies - all in one seamless experience

In simple terms, we make it extraordinarily easy for users to receive global payments and spend easily, bridging the gap between Africans and the global economy.

Job Overview

At Novacrust, we’re building a borderless payment platform that helps freelancers, creators, and businesses get paid globally and spend locally. As part of our Customer Support team, you will be the voice of Novacrust, helping users navigate their accounts, resolve payment issues, and get the best out of our products.

Key Responsibilities

1. 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 the appropriate internal teams (e.g., engineering, compliance, or operations).

2. Product Support & Education

• Guide users through setting up their wallets, USD accounts, and virtual cards.

• Help customers understand product features like funding options, withdrawals, and currency conversions.
• Create and maintain easy-to-understand help articles, FAQs, and product walkthroughs.

3. Customer Experience & Feedback

• Collect feedback from users to identify pain points and product improvement opportunities.

• Collaborate with product and engineering teams to ensure user experience issues are logged and tracked.

• Contribute to refining support processes for better efficiency and satisfaction.

4. Monitoring & Reporting

• Track and report common support trends and recurring issues to management.

• Maintain accurate logs of interactions and resolutions in CRM or ticketing tools.

• Monitor service levels (response times, resolution rates, and satisfaction scores).

5. Relationship Building

• Build trust with users through transparency, patience, and professionalism.

• Proactively engage users to ensure they understand new features or updates.

• Represent the Novacrust brand by providing warm, human-centered support at all times.

Qualifications and Skills

• Bachelor’s degree in Communications, Marketing, Business, or related field.

• 1 - 2 years of experience in customer success, customer support, or a similar role.

• Solid understanding of SEO principles and tools (e.g., Google Search Console, Ahrefs, SEMrush).

• Excellent communication, empathy, and problem-solving skills.

• Ability to multitask and thrive in a fast-paced environment.

• Background in fintech or payments is a plus.

Why Join Novacrust?

• Be part of a fast-growing fintech innovating global payments.

• Collaborative, inclusive team culture with opportunities for growth.

• Competitive salary, benefits, and flexible work options.

How To Apply

To apply, do the following:

Step 1: Sign up on Novacrust here to understand what the product does.

Step 2: Ready to shape the future of payments with Novacrust? Apply now by filling this Application Link here. We can’t wait to meet you!

Novacrust is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.