Customer Support Specialist

Team: Support

Reports to: Support Lead

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About Us

At YDPAY, we are redefining what it means to build trust in the digital asset economy. We believe that exceptional customer experiences are at the heart of sustainable growth, and we are looking for a Customer Support Specialist who embodies empathy, ownership, and accountability to help us deliver on that vision.

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Role Overview

As one of the founding members of our support team, you will be the human connection between our technology and our users. You will take full ownership of customer inquiries—from first contact to final resolution, ensuring that every interaction reflects our values of transparency, care, and reliability. Your work will directly shape how thousands of users experience YDPAY and how they trust digital finance.

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Key Responsibilities

·       Serve as the first point of contact for users, handling inquiries related to account access, payments, trading, and security.

·       Take end-to-end ownership of user issues, ensuring they are resolved promptly and thoroughly.

·       Investigate and troubleshoot crypto transactions, wallet activities, and platform issues with precision and empathy.

·       Collaborate cross-functionally with Compliance, Product, and Engineering teams to escalate and resolve complex cases efficiently.

·       Maintain and uphold service-level agreements(SLAs) while prioritizing quality and customer satisfaction over speed.

·       Identify recurring issues, document patterns, and recommend process or product improvements.

·       Maintain up-to-date knowledge of blockchain transactions, crypto products, and industry best practices to deliver informed support.

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Required Qualifications

·       2+ years of experience in Customer Support, preferably within fintech, payments, or cryptocurrency platforms.

·       Strong sense of ownership and accountability to see each issue through to completion.

·       A customer-first mindset, capable of balancing empathy with technical accuracy.

·       Excellent written and verbal communication skills, with the ability to simplify complex information clearly.

·       Strong analytical thinking and attention to detail.

·       Proficiency with CRM and support tools such as Zendesk, Intercom, or similar platforms.

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Bonus Skills

·       Basic understanding of blockchain technology, KYC/AML procedures, or crypto trading environments.

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Why Join YDPAY

·       Be part of an ambitious and growing team shaping the future of digital assets in Africa.

·       Work in a customer-obsessed culture that values integrity, excellence, and innovation.

·       Collaborate in an environment that prioritizes continuous learning and personal growth.

·       Make a meaningful impact with every support interaction that directly strengthens user trust in YDPAY and the broader digital economy.

·       At YDPAY, every conversation matters because behind every ticket is a real person trusting us with their money, data, and experience.

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Interested in the role of Customer Support Specialist? Submit your cover message & CV here

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