Customer Support Specialist job at Eversend

About The Role

We're looking for driven, tech-savvy Customer Support Specialists to join our team in Uganda or Kenya. You'll be the voice of Eversend — supporting our growing base of customers across Africa and beyond with speed, empathy, and expertise.

This is a full-time, shift-based role operating within a 24/7 rotational schedule. You'll need to be flexible, reliable, and comfortable working across shifts, including evenings, weekends, and public holidays.

What You'll Do

• Serve as the first point of contact for customers via live chat and email, delivering timely and effective resolutions
• Support English-speaking customers across our markets, with the ability to assist French-speaking customers as an added advantage
• Guide users through Eversend's app and services, troubleshooting issues with clarity and patience
• Escalate complex cases to the relevant cross-functional teams — tech, compliance, and finance — and follow through to resolution
• Identify and report recurring issues and customer feedback to inform product and service improvements
• Maintain accurate records of interactions in line with internal processes and regulatory requirements
• Adapt quickly to new product features, policies, and procedures in a fast-moving environment

What We're Looking For

Must-have

• Excellent command of English — written and spoken — to a professional standard
• Prior experience in customer support, preferably in fintech, banking, or a digital-first environment
• Genuine comfort with technology: you pick up new tools and apps quickly and can guide others through them
• Strong problem-solving instincts — you dig into issues, stay calm under pressure, and own outcomes
• A self-starter mindset: proactive, dependable, and capable of working independently with minimal supervision
• Flexibility to work rotational shifts in a 24/7 schedule, including nights, weekends, and public holidays
• High attention to detail and strong written communication skills
• Ability to thrive in a diverse, multicultural team environment

Added Advantage

• Proficiency in French (written and spoken) to support our Francophone customer base across West Africa
• Experience using customer support tools such as Intercom, Zendesk, or similar platforms
• Familiarity with digital financial services, mobile money, or cross-border payments
• Additional language skills relevant to our markets

Why Eversend?

• Mission-driven work — help move money fairly and efficiently for underserved communities across Africa
• High-impact role — your work directly shapes how customers experience Eversend every day
• Diverse, global team — collaborate with colleagues across Uganda, Kenya, Nigeria, the UK, France, and beyond
• Competitive compensation — salary and benefits benchmarked to your market
• Room to grow — as we expand, so do the opportunities for those who step up
• Flexible working — hybrid and remote options available depending on role requirements

Eversend is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees, regardless of race, gender, religion, nationality, or background.

Data Notice

By submitting your application, you consent to your personal data being collected, processed, and retained by Eversend solely for the purpose of evaluating and managing your candidacy, in accordance with applicable data protection laws.

By submitting this application, I agree that my personal data will be collected, processed, and retained by the company solely for the purposes of managing and assessing my candidacy.

• Serve as the first point of contact for customers via live chat and email, delivering timely and effective resolutions
• Support English-speaking customers across our markets, with the ability to assist French-speaking customers as an added advantage
• Guide users through Eversend's app and services, troubleshooting issues with clarity and patience
• Escalate complex cases to the relevant cross-functional teams — tech, compliance, and finance — and follow through to resolution
• Identify and report recurring issues and customer feedback to inform product and service improvements
• Maintain accurate records of interactions in line with internal processes and regulatory requirements
• Adapt quickly to new product features, policies, and procedures in a fast-moving environment

• Excellent command of English — written and spoken — to a professional standard
• Genuine comfort with technology: you pick up new tools and apps quickly and can guide others through them
• Strong problem-solving instincts — you dig into issues, stay calm under pressure, and own outcomes
• A self-starter mindset: proactive, dependable, and capable of working independently with minimal supervision
• High attention to detail and strong written communication skills
• Ability to thrive in a diverse, multicultural team environment
• Proficiency in French (written and spoken) to support our Francophone customer base across West Africa
• Experience using customer support tools such as Intercom, Zendesk, or similar platforms
• Familiarity with digital financial services, mobile money, or cross-border payments
• Additional language skills relevant to our markets

• Prior experience in customer support, preferably in fintech, banking, or a digital-first environment
• Flexibility to work rotational shifts in a 24/7 schedule, including nights, weekends, and public holidays