Customer Support Representative

Company Description Lenme is a mobile app that enables peer-to-peer lending by connecting borrowers seeking small loans of up to $5,000 with lenders looking for stable returns. The platform offers investors a less volatile alternative to traditional investment options, with flexible risk levels and no investing fees. Borrowers, including underserved segments, gain access to fast funding, customizable repayment terms, and loan requests that do not impact their credit scores. Lenme focuses on intuitive design and a streamlined experience, allowing users to complete key actions in just a few clicks.

Role Description This is a full-time Customer Support Representative role based in Cairo, Egypt, with a hybrid work arrangement that combines office presence and work-from-home flexibility. The person in this role responds to customer inquiries via chat, email, and phone, providing clear information about app features, lending processes, and account-related questions. Day-to-day responsibilities include troubleshooting user issues, documenting and escalating technical or complex cases, and following up to ensure timely resolution and high customer satisfaction. The role also involves gathering user feedback, identifying recurring problems, and collaborating with product and technical teams to improve the overall customer experience. The representative is expected to maintain accurate records of interactions, adhere to support policies, and contribute to a positive, user-focused support culture.

Qualifications

• Strong Customer Support and Customer Service skills, with experience handling inquiries and resolving issues efficiently.
• Demonstrated ability to drive Customer Satisfaction through empathy, active listening, and solution-focused communication.
• Excellent Communication skills, including clear written and verbal communication in English; Arabic proficiency is a plus.
• Solid Troubleshooting abilities for app-related and account issues, including basic technical problem-solving and escalation.
• Prior experience in fintech, mobile apps, or a similar digital product environment is preferred.
• Comfort working in a hybrid setup in Cairo, Egypt, with reliable internet access for remote work.
• Strong organizational skills, attention to detail, and ability to manage multiple tickets and priorities at once.
• Secondary education required; post-secondary studies in business, communications, or related fields are an advantage.