Customer Support Lead

About the Role

As a Customer Support Lead, you will play a key role in shaping how customers experience Fido. You will lead customer engagement across multiple channels, ensuring customers receive timely, empathetic and personalised support at every interaction.

You will be responsible for building strong customer relationships, understanding customer needs, resolving concerns effectively, and helping create a service culture that sets Fido apart in the market. This role is ideal for someone who genuinely enjoys helping people, takes ownership of the customer experience, and thrives in a fast-paced environment.

What You Will Do:

Customer Engagement

• Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner.
• Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type.
• Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience.

Issue Resolution & Troubleshooting

• Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions.
• Guide customers through product features, troubleshooting steps, and self-service options.
• Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary.
• De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement.

Sales & Growth

• Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services.
• Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner.

Team & Performance 

• Monitor customer support performance and contribute to achieving team KPIs across quality, productivity and customer satisfaction.
• Maintain accurate records of customer interactions and feedback in the CRM/helpdesk system.
• Perform additional customer experience and operational tasks as assigned by team leadership.

Requirement:

• Minimum three (3) years in a customer service, customer support or customer experience role.
• Experience in fintech, financial services, or telecoms will be an advantage.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills in English.
• Strong digital literacy with the ability to quickly learn and navigate multiple systems.
• Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage.
• Additional South African languages are a plus.
• Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.
• Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment, including weekend shifts.
• Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information.
• Strong ownership mindset with a genuine passion for creating positive customer experiences.

What we offer:

• Exciting opportunity to be part of a fast-growing fintech company.
• Competitive compensation and comprehensive benefits package.
• Exposure to innovative tools and cutting-edge technology.
• Collaborative and creative work environment.
• Opportunities for career growth and professional development.