CX & Back Office Lead

About Fido

Fido is shaping the next generation of financial services in Africa through technology, advanced data use, automation, and bold product thinking. By combining AI and modern data science, the company aims to make financial services easier to access, simpler to use, and more useful for everyday people.

This role offers the chance to create meaningful impact by helping solve important operational challenges and supporting a platform designed to help millions manage, build, and improve their financial lives.

Role summary

The CX & Back Office Lead will oversee customer experience and back-office activity in Zambia. The position is responsible for making sure customer-facing support and operational processes run smoothly, with strong service quality, accurate processing, and effective controls.

You will work closely with teams across Finance, Risk, Product, Technology, and external service providers to improve efficiency, resolve issues quickly, and strengthen the overall customer journey. The role is central to operational reliability, customer confidence, and the ability to scale in a fast-moving fintech setting.

Key responsibilities

Back-office and transaction operations

• Review daily transactions, perform analysis, and complete reconciliations across customer accounts, payments, disbursements, and repayments.
• Look into transaction issues and close discrepancies within the expected turnaround time by coordinating with internal stakeholders and outside partners.
• Maintain complete, accurate, and current records to support compliance and operational control.
• Manage sensitive account actions such as profile updates, account closures or deactivations, and credential resets.

Customer experience and support operations

• Keep the support knowledge base updated with articles, scripts, FAQs, and standard operating procedures.
• Partner with Product, Operations, and Compliance to ensure customer guidance reflects current product features and policy changes.
• Spot opportunities to improve self-service content and help support agents work more effectively.
• Act as the main escalation contact for complex customer cases that frontline agents cannot resolve, and ensure issues are handled promptly and with a customer-first approach.

Data, reporting, and analytics

• Compile and review customer support and operations data to produce insights that support decision-making.
• Identify patterns, exceptions, and possible operational risks through analysis.
• Track core operational metrics such as CSAT, turnaround time, backlog levels, and ticket resolution to drive service improvement and accountability.

Candidate profile

You should bring at least 5 years of experience in customer service and/or back-office operations, including previous responsibility in a managerial or leadership capacity. Experience in fintech, financial services, telecom, or another high-volume operational environment is preferred.

The ideal candidate holds a bachelor’s degree in Business Administration, Finance, Accounting, or a similar discipline, and has a solid grasp of customer support operations, transaction handling, and reconciliation processes.

Hands-on experience with CRM, helpdesk, and back-office platforms is important, along with strong analytical ability, attention to detail, and a practical approach to problem-solving. You should be able to work independently with limited supervision and collaborate effectively with teams across several countries.

What the company offers

• The opportunity to join a rapidly growing fintech business.
• A competitive compensation package with comprehensive benefits.
• Exposure to modern tools and advanced technology.
• A collaborative, creative workplace culture.
• Opportunities for career progression and professional development.

Location

This is a full-time onsite role based in Lusaka Province, Zambia.