Customer Support - Quality Assurance (Bilingual)

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 Quality Assurance Team Lead to oversee and elevate service quality across our customer support function, with a strong focus on supporting our Francophone team. This role is responsible for monitoring and auditing interactions, identifying performance gaps, ensuring compliance with company standards, and driving continuous improvements that enhance customer satisfaction. In addition, the role leads key training initiatives—delivering coaching, developing QA training materials, and supporting the upskilling of new and existing team members to ensure consistency and excellence across all markets.

• Lead the evaluation of agent performance using established quality frameworks, scoring models, and audit processes.

• Identify service gaps, operational risks, and compliance trends through regular audits and data analysis.

• Deliver actionable feedback, coaching, and quality insights to support teams and leadership to drive performance improvements.

• Ensure consistency in customer experience, brand tone, and resolution quality across all channels.

• Track, analyze, and report on quality metrics, audit results, and key performance indicators to management.

• Partner with operations and support teams to design and implement continuous improvement initiatives that enhance customer satisfaction.

• Maintain comprehensive documentation, audit records, and quality standards to ensure regulatory compliance and process integrity.

• Prepare ad hoc reports and insights for management and cross-functional teams as required.

• Provide strategic recommendations to management on areas for improvement, leveraging audit findings and customer feedback.

• Monitor and audit interactions across all customer support channels to uphold and enhance service quality standards.

• 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.

• Tertiary education in Marketing, Communications, Business Management, or a related field is preferred.

• 5+ years of experience in customer service, quality assurance, or a related support function, with progressive responsibilities.

• Prior experience in Fintech or Financial Services is highly desirable, especially in regulated or high-trust environments.

• Strong proficiency with Google Workspace, CRM platforms, and the ability to quickly adapt to new tools and systems.

• Exceptional communication, collaboration, and interpersonal skills, with a proven ability to provide constructive feedback and coach teams.

• Strong analytical and problem-solving skills, with a focus on identifying trends, risks, and opportunities for process improvement.

• Demonstrated ability to drive quality initiatives, maintain compliance standards, and support operational excellence.

• Fluency in French and English is mandatory for this role, as it supports bilingual operations and works closely with our Francophone team.

1. Talent Screen (30 mins)

2. 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.