A fully remote customer support role handling tickets, escalations, and customer queries via chat or email — open to any industry.
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Cynthia Efojie
@cynthiaefojie
Customer support specialist | 3+ years in fintech payments | Freshdesk & Intercom | Resolving disputes & card issues | Open to remote work
NigeriaWhat I'm looking for
I’m a customer support specialist with 3+ years at Kuda Bank (fintech), resolving payment disputes and supporting ticket queues via Freshdesk and Intercom. I bridge technical operations and customer-facing support by translating banking processes into clear, written resolutions for complex transaction issues.
At Kuda Bank, I resolved daily transaction escalations, matched payment records against internal accounts, and flagged discrepancies within 24 hours to prevent delays before they became complaints. I handled an estimated 30–50+ transaction-related cases weekly, improved card dispatch to 300+ cards, and upgraded card tracking for real-time delivery updates—reducing repeat inquiries through tighter processes and cross-team escalation.
Experience
Work history, roles, and key accomplishments
Payments & Settlement Analyst
Kuda Bank
Sep 2025 - Mar 2026 (6 months)
Resolved daily transaction escalations for failed, reversed, and pending payments, ensuring timely, accurate customer responses. Reconciled payment records against internal accounts and flagged discrepancies within 24 hours, handling 30–50+ cases weekly and preventing complaints through clear written updates.
Card Operations Analyst
Kuda Bank
Sep 2022 - Sep 2025 (3 years)
Supported customer dispute and chargeback resolution using Freshdesk and Intercom by providing agents transaction records and card status data. Improved card batch processing to dispatch 300+ cards weekly and upgraded card tracking for real-time delivery updates, reducing repeat card-status inquiries and speeding resolutions.
OI
Social Media Marketer
Overwood Investment
Aug 2021 - Jul 2022 (11 months)
Wrote weekly newsletters and managed content across Instagram, Twitter, LinkedIn, and Facebook to build brand presence and attract new customers. Produced up to six pieces of content per week consistently, supporting ongoing audience growth through regular publishing.
SD
Sales Representative
Systel Damatom
Feb 2020 - Jun 2021 (1 year 4 months)
Handled customer inquiries and managed a three-person team covering customer service, stock, and cash balancing. Trained new team members and built customer relationships that drove repeat business, while maintaining daily support and operations coverage.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Master of Business Administration (MBA), Business Administration
Earned a Master of Business Administration (MBA) at the University of Lagos.
Yaba College of Technology
Higher National Diploma (HND), Mass Communication
Grade: Upper Credit
Completed a Higher National Diploma (HND) in Mass Communication with an Upper Credit.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
NigeriaAuthorized to work in
Job categories
Skills
RemoteFreshdeskIntercomTicketing SystemsLive ChatEscalation ManagementDispute ResolutionChargebacksTransaction analysisChargeback ProcessesPayment ReconciliationSettlement OperationsExcelGoogle SheetsSlackEmailReportingAttention To DetailCard Tracking SystemCustomer Relationship ManagementContent CreationNewslettersInstagramTwitterLinkedInFacebookGmailHelpDesk+Root Cause
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