Customer Support - Quality Assurance (Remote) at LemFi (Formerly Lemonade Finance)

Customer Support – Quality Assurance (Remote)

LemFi is a Series B fintech company building a powerful financial ecosystem for the Global South. With a mission to help immigrants stay financially connected, stable, and empowered, LemFi is redefining what modern financial services look like beyond borders.

From its roots in fast and affordable international remittances, LemFi has grown into a multi-currency financial platform offering payments, accounts, credit solutions, and tools for long-term financial growth. Today, the platform serves over 2 million users globally and processes more than $1.5 billion in monthly transactions across 30+ countries.

LemFi is currently hiring a Customer Support – Quality Assurance Associate to help maintain and elevate the quality of customer interactions by monitoring performance, identifying service gaps, and driving continuous improvement across all support channels.

Location: Remote
Employment Type: Full-time

Job Summary

The Customer Support – Quality Assurance Associate will be responsible for auditing customer support interactions, evaluating agent performance, and ensuring consistent adherence to service quality standards. This role plays a critical part in improving customer satisfaction and maintaining service excellence across the organization.

Key Responsibilities

• Evaluate customer support agent performance using defined quality frameworks and scoring models.
• Conduct regular audits to identify service gaps, risks, and compliance issues.
• Monitor customer interactions across all support channels to ensure quality and consistency.
• Deliver actionable feedback and insights to support teams and leadership.
• Track, analyze, and report on quality metrics and audit outcomes.
• Maintain detailed documentation, audit records, and quality guidelines.
• Support continuous improvement initiatives aimed at enhancing customer experience.
• Prepare ad hoc reports for Management and Operations teams.

Requirements

• Tertiary education in Marketing, Communications, Business Management, or a related field.
• Minimum of 3 years’ experience in customer service, quality assurance, or a related support role.
• Strong communication, empathy, problem-solving, and collaboration skills.
• Ability to work independently, manage priorities, and meet multiple deadlines.
• Previous experience in Fintech or Financial Services is a strong advantage.
• Comfortable using Google Workspace, CRM tools, and learning new platforms quickly.

Who You Are

• Highly knowledgeable about customer support workflows and service processes.
• Emotionally intelligent and professional when providing performance feedback.
• Detail-oriented with strong written, verbal, and non-verbal communication skills.
• Analytical and solution-driven with a focus on service quality improvement.
• Goal-oriented, results-driven, and committed to service excellence.

Interview Process

• Talent Screening Interview (30 minutes)
• Final Interview with Task Presentation and Behavioural Assessment (30 minutes)

How to Apply

Interested and qualified candidates should apply online via the link below:

Click here to apply

Application Deadline

7 February 2026

---