HoneyCoin - Customer Support

Representative (Fintech) Job Description

Company: HoneyCoin - The Future of International Finance Position: Customer Support Representative (Fintech)

Department: Customer Experience

About HoneyCoin

HoneyCoin is a pioneering B2B2C payment orchestration startup positioned at the forefront of international finance transformation. Our mission centers on redefining how people exchange value around the world by providing finance and product teams with comprehensive capabilities to make cross-border payments, run payroll, lend to borrowers, and manage all treasury operations in one unified platform.

As a Nairobi-based fintech company with global ambitions, HoneyCoin operates in the rapidly expanding payment orchestration market. Our platform serves as the critical infrastructure that enables businesses to navigate the complex landscape of international payments, multi-currency operations, and regulatory compliance across multiple jurisdictions.

Position Overview

HoneyCoin is seeking a dedicated Customer Support Representative to join our customer experience team and provide exceptional support to our diverse client base across Africa and internationally. This role is crucial to ensuring that businesses using HoneyCoin's payment orchestration platform receive the technical assistance,

guidance, and problem resolution they need to successfully manage their international financial operations.

As a Customer Support Representative at HoneyCoin, you will serve as the primary point of contact for clients experiencing technical issues, seeking guidance on platform features, or requiring assistance with complex financial transactions. You will work with a sophisticated customer base that includes enterprise businesses, SMEs, and individual users who rely on our platform for critical financial operations including cross-border payments, multi-currency management, and treasury operations.

This role requires a unique combination of technical aptitude, financial services knowledge, and exceptional communication skills. You will need to understand complex payment flows, troubleshoot API integrations, explain regulatory compliance requirements, and guide clients through sophisticated financial workflows while maintaining the highest standards of customer satisfaction and professional service.

The ideal candidate will have experience in fintech customer support, technical support, or financial services, with the ability to quickly learn and explain complex technical concepts to users with varying levels of technical expertise. You will play a vital role in ensuring client success and satisfaction while contributing to HoneyCoin's reputation for exceptional customer service in the competitive fintech landscape.

Key Responsibilities

Technical Support and Troubleshooting

You will provide comprehensive technical support to clients using HoneyCoin's payment orchestration platform, including troubleshooting API integration issues, resolving payment processing problems, and assisting with platform configuration and setup. This includes working with clients to diagnose technical issues, coordinating with our engineering team when necessary, and providing clear, step-by-step guidance to resolve problems quickly and effectively.

Financial Transaction Support