Customer Support Agent

Customer Support Agent Happy Pay•Cape Town, Western Cape, ZA

Happy Pay is an ad-subsidised payments network that gives South Africans access to zero-cost credit at checkout. Our model is powered by a blend of merchant fees and a performance advertising platform that connects high-intent shoppers with relevant brands.

We exist to save consumers millions in interest and fees, while helping merchants boost conversion, increase average order value, and drive repeat sales. At the core of what we do is a commitment to responsible credit, fair customer outcomes, and building systems that scale sustainably.

We have recently closed a $5M funding round and are entering a significant growth phase - expanding our credit book, scaling our merchant network, and launching in-store. This is a rare opportunity to join a funded fintech at the point where things get serious.

Happy Pay is looking for a Customer Support Agent to be the first point of contact for our customers - the South Africans using Happy Pay to shop smarter and pay less. This role sits within the Customer Operations team and is central to delivering the kind of experience that sets Happy Pay apart.

Our customers interact with us primarily via WhatsApp, with additional channels including Facebook and email. You will work across these channels to resolve queries, investigate issues, and ensure every customer leaves the interaction feeling heard and helped. You'll work daily across our omni-channel helpdesk platform, data reporting tools, and internal admin systems, collaborating closely with the collections, finance, and tech teams to get things done.

This is a hands on role for someone who is empathetic, sharp, and comfortable navigating a fast growing fintech environment where processes are maturing and no two days are exactly alike.

Customer Query Management

• Serve as the first point of contact for customers across WhatsApp, Facebook, and email channels.
• Respond to all inbound queries promptly and professionally, aiming for same day resolution where possible.
• Handle a wide range of queries including OTP issues, account activation, bank linking, KYC verification, order status, late fees, and payment related questions.
• Use canned responses and knowledge base materials to ensure consistent, accurate communication.
• Maintain a calm, professional, and empathetic tone - including when customers are frustrated or under financial stress.

Issue Investigation & Resolution

• Investigate customer issues using our internal admin portal, data reporting platform, and payment gateway to diagnose root causes.
• Resolve straightforward issues directly (e.g. OTP resets, account activations, payment status updates).
• Log and batch bank linking issues for escalation to our bank linking partner, and communicate turnaround times clearly to customers.
• Escalate technical issues to the engineering team with clear, well documented context to enable fast resolution.
• Track open tickets through to resolution, following up proactively and keeping customers updated throughout.

Refunds & Order Queries

• Investigate and action refund requests, coordinating with merchants and the finance team where required.
• Process refunds via our payment gateway once authorised, ensuring all verification requirements are met.
• Escalate force refund scenarios or complex disputes to team leads with all relevant context clearly documented.
• Liaise with merchants on behalf of customers regarding order fulfilment, returns, and outstanding refunds.
• Log all refund activity accurately in the relevant tracking systems.

KYC & Verification Support

• Assist customers experiencing difficulties with the selfie verification process via our KYC implementation partner.
• Collect and log relevant device and operating system details to support technical investigation.
• Communicate clearly with customers about verification status and next steps, without overpromising timelines.
• Escalate verification failures and repeat retry cases to the appropriate internal or third party team.

Account & Payment Management

• Update customer account details where permitted (e.g. phone numbers, contact information).
• Respond to queries about payment schedules, instalments, late fees, and account balances.
• Identify and elevate billing errors or incorrectly applied fees for correction.
• Process Do Not Contact (DNC) requests accurately and promptly.
• Contribute to the development of canned responses, FAQs, and the internal knowledge base.
• Flag recurring issues or patterns to team leads to enable systemic fixes.
• Maintain accurate records of all customer interactions and resolutions in our helpdesk platform.
• Participate actively in team meetings, training sessions, and process improvement initiatives.

Requirements

• Matric certificate required; a diploma or degree in Business, Communications, or a related field is advantageous.
• 1 2 years' experience in a customer service, support, or operations role - fintech, e commerce, or financial services experience is a plus.
• Excellent written communication skills in English - clear, professional, and empathetic.
• Comfortable working across multiple digital platforms and tools simultaneously.
• High attention to detail and accuracy when investigating and documenting issues.
• Strong problem solving ability - able to work through ambiguous situations methodically.
• Ability to manage a high volume of queries and prioritise effectively under pressure.
• Familiarity with CRM or helpdesk platforms is beneficial.
• Comfortable using data and reporting tools to look up account and transaction information.
• Reliable, punctual, and committed to being responsive during core support hours.

You are someone who:

• Genuinely cares about helping people and takes pride in resolving problems properly - not just closing tickets.
• Stays calm and professional under pressure, especially when customers are frustrated.
• Asks the right questions before escalating, and gives clear context when they do.
• Spots patterns and speaks up when something keeps going wrong.
• Is self organised and doesn't need to be chased to follow up on open issues.
• Embraces tools and technology - you're curious about how systems work and eager to use them well.
• Thrives in a fast paced, startup environment where your input shapes how things run.
• Join one of South Africa's fastest growing fintech companies at a pivotal moment in its growth.
• Be part of a team building something genuinely new - zero cost consumer credit that makes a real difference in people's lives.
• Work in an environment where your ideas are heard and your contributions shape how the function is built.
• Get real exposure to fintech operations, payments infrastructure, and customer success at scale.
• Opportunity to grow into senior support, team lead, or operations roles as we scale.