Customer Resolution Specialist

Job title: Customer Resolution Specialist

Reporting to: Partnership Team Lead

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS

WHAT WE DO

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.

If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people - then Lula’s the place for you!

We’re making business banking fast, human, Lula!

OUR VALUES

Collaborative - we’re a clan and work together as a team, always towards a common goal

Committed - we’re accountable and follow through no matter the challenge

Curious - we look for better ways to do things and make a positive difference

Connected - we stay close to, learn from and look to understand each other and our customers

Compassionate - we go out of our way to care about our colleagues, our customers and our community

OVERALL PURPOSE

Your purpose is to capture, analyze, and interpret customer feedback and behavioral data to uncover pain points, trends, and opportunities. By providing actionable insights from a CSAT and customer service perspective, you will equip teams to identify areas for improvement and implement meaningful change. Through compelling presentations and cross-functional collaboration, you will drive initiatives that enhance the customer journey, reduce friction, and improve overall satisfaction.

RESPONSIBILITIES WILL INCLUDE:

• Issue Resolution: Efficiently manage and resolve customer complaints, disputes, and social media posts to ensure customer satisfaction.
• Root Cause Analysis: Examine CSAT feedback to identify recurring issues, collaborating with team leads to implement sustainable solutions.
• Customer Segmentation: Segment customers by demographics, behavior, and other criteria to gain deeper insights into their needs and preferences.
• CSAT Analysis: Analyze customer feedback to uncover key insights into their satisfaction levels, pinpointing areas that need improvement.
• Reporting & Insights Presentation: Create and deliver reports, dashboards, and presentations to communicate findings and actionable recommendations to team leads.
• Continuous Improvement: Enhance research methodologies, data collection techniques, and analysis approaches to continuously improve the quality of customer insights.
• Process Improvement: Identify opportunities for process improvements and implement changes to prevent recurring issues and enhance service quality.

THE COMPETENCIES WE’RE AFTER

• Customer-centric mindset
  
• Strong analytical thinking
• Data-driven decision making
• Clear communication and storytelling
• High Attention to detail
• Empathy and emotional intelligence
• Cross-functional collaboration
• Ownership and accountability
• Systems thinking
• Adaptability
• Continuous improvement mindset

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• 4+ years' experience in customer support, CX, QA, or similar roles (preferably in financial services or banking)

• Experience with high-volume support environments and handling customer complaints

• Proficient in Excel / Google Sheets – Pivot tables, lookups, and formulas

• Experienced with tools like Zendesk Support and/or Sell

• Comfortable with customer journey mapping and feedback loops

• Proven ability in root cause analysis and identifying customer pain points across multiple channels

• Experience leading or contributing to process improvement initiatives

• Able to influence through data-backed insights and storytelling

• Diploma in Finance (advantageous but not required)

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks