About US
We are a fast-growing fintech organisation operating across the EMEA region, offering services across digital banking, payments, lending, crypto, and cross-border remittances. We are committed to delivering exceptional customer experiences, building trust, and creating value across diverse markets. As our customer base expands, we’re looking for a smart, articulate and highly motivated Junior Customer Experience Officer to support our customer interactions across multiple channels.
Role Purpose
As a Customer Experience Officer, you will support the end-to-end customer experience by handling inquiries, resolving issues, and ensuring customers enjoy a seamless journey from onboarding to daily product usage. You will act as a key touchpoint for customers, help identify friction points, and provide insights to the CX team. This role is ideal for someone early in their career who is passionate about fintech, customer engagement, and problem-solving—while working fully remotely.
Key Responsibilities
Customer Support & Interaction
• Respond to customer inquiries across chat, email, social media, and ticketing platforms.
• Guide customers through onboarding, product usage, troubleshooting and general interactions.
• Provide timely, professional and articulate responses, ensuring high-quality communication.
Customer Journey Assistance
• Assist in monitoring customer journeys and flagging issues that may impact satisfaction.
• Identify recurring customer pain points and escalate them to the CX Manager for improvement.
• Support efforts to localize customer interactions across languages and cultural differences.
Feedback & Reporting
• Collect and document customer feedback (NPS, CSAT, reviews, support tickets).
• Help track operational metrics such as response times, resolution times, and common issue types.
• Prepare simple reports or summaries for the CX team to support decision-making.
Cross-Functional Collaboration
• Work with product, operations, and support teams by sharing customer insights.
• Serve as the “voice of the customer” during discussions around improvements.
Process & Quality Management
• Follow CX policies, scripts and communication guidelines.
• Maintain accurate records of interactions using CRM and support tools.
• Uphold compliance requirements (KYC/AML awareness, privacy standards) in customer interactions.
Escalations & Issue Resolution
• Assist with escalated or sensitive issues under supervision.
• Ensure follow-ups, proper documentation, and customer closure.
Requirements
• Bachelor’s degree (BSc) in any relevant field—Business, Communications, Social Sciences, Marketing, etc.
• 1–3 years of experience in customer support, customer service, fintech operations or related roles.
• Strong understanding or interest in the fintech industry and digital financial products.
• Excellent communication skills—clear, articulate, fluent in English.
• Intelligent, fast-thinking, and quick to learn new systems and processes.
• Ability to work independently in a fully remote environment with great internet connectivity and a quiet workspace.
• Familiarity with CRM or ticketing tools (e.g., Zendesk, Freshdesk, Intercom) is a plus.
Desirable Skills
• Prior experience in a fintech startup or digital product environment.
• Ability to work across diverse cultures and time zones.
• Strong problem-solving and analytical mindset.
• Multilingual skills (French, Spanish, German, Arabic, etc.) are a plus but not required.
Benefits
Apex Network is a Financial servicing firm, where anyone anywhere can easily and securely transact Bitcoin, which is the future of Money and a catalyst for creating and open financial system in Africa and the World.
