Customer Support Supervisor (Côte d'Ivoire)

LemFi (Series B) is building the go-to financial app for the Global South.

Moving to a new country shouldn’t mean starting from zero. That's why our team of 400+ spanning 20+ countries is building a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live.

What began as fast, affordable remittances is now evolving into a complete platform for multi-currency accounts, payments, credit, and long-term financial growth.

With millions of users across the globe, we process over $1B in monthly transactions to 30+ countries, proving that borders shouldn't limit financial opportunity.

We are seeking a Bilingual Customer Support Supervisor to lead and elevate day-to-day service delivery across our support team, with a particular focus on partnering closely with our Francophone markets. In this role, you will supervise frontline agents, monitor performance, and ensure all interactions meet company standards. You will identify gaps, coach team members, support training and onboarding, and drive continuous improvements that strengthen service quality and customer satisfaction across all regions. Fluency in French and English is required to effectively support our bilingual operations.

How You’ll Contribute

Operational Excellence

• Develop and maintain Standard Operating Procedures (SOPs) for all customer support processes.

• Create actionable Service Level Agreements (SLAs) for internal and external stakeholders to ensure smooth CS operations.

• Supervise and review the execution of SOPs and SLAs, identifying gaps and proposing scalable improvements.

• Monitor tickets and ensure customer requests receive complete and timely resolution.

• Review “on hold” escalated tickets and redistribute them efficiently to reduce backlog.

Team Leadership & Performance Management

• Lead, coach, and support the customer support team to achieve KPIs and ensure service excellence.

• Evaluate ticket quality to ensure responses meet internal standards and are properly documented.

• Provide ongoing performance support, including clear recommendations for improvement.

• Deliver weekly activity and performance reports to Customer Support Leadership.

• Prepare incident reports detailing blockers or process failures affecting team productivity.

Customer Experience Management

• Assess customer feedback to identify trends and drive improvements in service quality.

• Manage escalations across partners and internal teams (email, phone, Slack, Jira, Skype).

• Communicate pending or unresolved issues with users, partners, and internal stakeholders until full resolution.

Collaboration & Continuous Improvement

• Work cross-functionally with Product, Engineering, Compliance, and Operations to improve workflows.

• Recommend scalable solutions and process enhancements to strengthen efficiency and customer satisfaction.

• Support the Customer Support Leadership Team with any additional tasks as required.

Who You Are

• This role requires employees to have a solid understanding of all processes carried out by the Customer Support department.

• Employees must demonstrate emotional intelligence and professionalism when providing constructive performance feedback to support team members.

• Strong written, verbal, and nonverbal communication skills, along with keen attention to detail, are essential.

• Employees should possess problem-solving abilities to develop effective strategies for improving service quality.

• Additionally, the role requires individuals to be both goal-oriented and results-driven.

What You Will Bring

• Experienced: 5+ years in customer support, ideally within fintech, banking, or regulated environments.

• Team Leadership: Minimum 3 years of leading or supervising a customer support or call centre team.

• Process-Oriented: Strong understanding of customer support operations, including SOP and SLA management, quality assurance, and performance tracking.

• Emotionally Intelligent: Able to provide professional, constructive feedback and coach team members with sound judgment.

• Strong Communicator: Excellent written, verbal, and non-verbal communication skills in French and English, with exceptional attention to detail.

• Problem Solver: Skilled at analyzing complex issues, identifying root causes, and proposing scalable process improvements.

• Execution-Focused: Results-driven, with a focus on operational excellence, service quality, and customer satisfaction.

The Interview Process

• Talent Screen (30 mins)

• Final interview (Task Presentation and behavioural) with the Hiring Team (30mins)

Why Join LemFi?

Love shouldn’t be expensive, yet those working hardest for their families often face predatory fees and banking exclusion. We're changing this.

At LemFi, you won’t be just a cog in a machine. Whether designing products, scaling operations, or telling our story, you’ll tackle complex challenges with real, immediate impact. Your work goes beyond metrics - it puts money back in families’ pockets and offers access to the previously excluded. Join us to make a meaningful difference, where high performance is a lifeline for millions.

Our Values: How We Win

• Sharp Customer Focus 🎯 We cut through the noise and prioritize ruthlessly based on what drives real value.

• Lead with Data 📊 We trade instinct for insight. We test, analyze, and own the outcomes.

• Ownership 🤝 We take responsibility for global outcomes, not just local wins.

• Grit 💪 We navigate ambiguity with resilience and keep pushing until the customer feels the impact.

You can connect with us on LinkedIn and Instagram and if you haven't already, download the app on the App Store or Google Play.

Diversity & Inclusion at LemFi

To build the best financial tools for the global diaspora, we need a team that reflects the world we serve. We welcome builders from all walks of life who embody our values over a perfect resume.

Don’t meet every single requirement in the job ad? Research shows that candidates from underrepresented backgrounds often hesitate to apply if they don't check every box. If you are excited about this role and our mission, we encourage you to apply anyway. You might be just the right person for this, or other roles.