Client Support Associate - Expression of Interest

We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices 🌎. We're looking for more bright minds who'd love to change the world by solving complex problems.

Expression of Interest:

We love connecting with great people, even if the perfect role isn’t open right now (or if you’re not actively job-hunting… yet!). Think of this as an open invitation to say hi, stay on our radar, and explore what the future could look like together.

Responsibilities (how we will measure your success):

⭐ Respond to client inquiries via chat and email in a timely, courteous, and professional manner.

⭐ Resolve Tier 1 issues including account queries, service information, basic troubleshooting, and process guidance.

⭐ Accurately document all interactions in the ticketing system and relevant tools following SOPs.

⭐ Identify issues requiring escalation and coordinate with Tier 2/support leads as needed.

⭐ Maintain strong product and policy knowledge to provide accurate information.

⭐ Meet or exceed performance metrics such as CSAT, response time, resolution time, and QA scores.

⭐ Follow internal processes, data protection standards, and compliance guidelines.

⭐ Contribute to knowledge base updates by flagging recurring issues or unclear processes.

⭐ Handle extended tasks/responsibilities, as needed (i.e., training new team members, help with queue management, etc.)

⭐ Flexibility with shifting work schedule, as needed

Tasks (what does the role do on a day-to-day basis):

⭐ Manage incoming emails and chats, responding promptly and accurately to customer inquiries

⭐ Provide expert answers to customer questions about our services, pricing, and processes

⭐ Follow company communications guidelines and procedures to ensure consistent messaging and tone

⭐ Identify ways to improve internal processes and procedures to increase efficiency and effectiveness

⭐ Collaborate with cross-functional teams to resolve any issues clients may be facing

⭐ Provide input into our software development process to help us stay ahead of the curve

⭐ Follow up on actionable items from clients and cross-functional teams

⭐ Ensures complete delivery of tasks to clients

⭐ Perform other ad-hoc responsibilities as needed to support the team

Who You Are:

⭐ Recognized diploma or degree in relevant fields (Business, Communications) preferred.

⭐ 2-3 years of experience in customer support, preferably in chats, email and call support.

⭐ Strong written and verbal communication skills.

⭐ Ability to handle high volumes of inquiries while maintaining quality.

⭐ Customer-focused, empathetic, and solution-oriented mindset.

⭐ Familiarity with CRM or ticketing systems.

Our Benefits 🙌

Osome grows alongside you, but we already have a few perks:

⭐ The opportunity to join a goal-driven startup with big ambitions.

⭐ An open, inclusive working environment, with founders deeply-rooted in the startup space.

⭐ An agile working model focused on goals and performance.

⭐ International environment with diverse culture.

⭐ Competitive remuneration package.

⭐ Remote-first and flexible working arrangements.

Let's connect early

Sometimes, the best talent often isn’t looking, and that’s exactly why we want to meet you. If you’re thinking about your next move and want to be part of a company making a real impact, let’s connect.

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.