Partnerships CX Specialist

1 Month ago • 4 Years +

Job Summary

Job Description

Lula is a FinTech company dedicated to helping small businesses optimize their cash flow. This role is for a Partnerships CX Specialist who will focus on delivering exceptional customer service across multiple communication channels, enhancing the customer journey, and contributing to business growth within a dynamic fintech environment. Responsibilities include managing performance to meet SLAs and KPIs, becoming a subject matter expert in company processes and products, collaborating with teams for seamless omni-channel support, resolving customer queries professionally, and encouraging the adoption of self-service tools. The role also involves recommending process improvements and providing feedback for service delivery enhancement.
Must have:
  • 4+ years in customer service
  • Strong written and verbal communication
  • Experience in omni-channel environments
  • SME customer exposure
  • Critical thinking
  • Multitasking
  • Advanced troubleshooting skills
Good to have:
  • Experience in financial services
  • Fintech/startup exposure
  • Accountability
  • Reliability
  • Attention to detail
  • Empathy
  • Strong listening skills
  • Confidence under pressure
  • Independence in execution
  • Strong process thinking
  • Understanding of financial products

Job Details

Job title: Partnership CX Specialist

Reporting to: Partnership Team Lead

Location: Cape Town

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!

CULTURE CODE

  • We Embrace Curiosity- We continuously seek better ways to deliver value with a solutions-over-problems mindset.
  • We win as One - We collaborate, build strong relationships and value diverse perspectives
  • We’re Driven by Purpose - We are passionate and committed to delivering the best products and services for SMEs
  • We Execute with Ambition - We set ambitious goals, embrace challenges, and deliver with focus and determination.

    Overall Purpose:
    This role focuses on delivering exceptional customer service across multiple communication channels (e.g. phone, email, chat), enhancing the customer journey, and contributing to continuous business growth. You’ll be working within a dynamic fintech environment, ensuring high service standards, compliance, and operational efficiency—especially with a focus on SME customers.

    Core Responsibilities:

    • Manage attendance and personal performance to meet SLAs and KPIs

    • Become a subject matter expert in company processes and products

    • Collaborate across teams to deliver seamless omni-channel support

    • Ensure customer queries and applications are resolved timeously and professionally

    • Encourage customer adoption of self-service and digital tools

    • Recommend process improvements and give feedback for service delivery enhancement

    Required Experience & Skills:

    • Matric 4+ years in customer service (preferably within financial services)

    • Strong written and verbal communication

    • Experience in omni-channel environments and SME customer exposure

    • Critical thinking, multitasking, and advanced troubleshooting skills

    • Fintech/startup exposure is advantageous

    Key Competencies:

    • Accountability, reliability, attention to detail

    • Empathy and strong listening skills

    • Confidence under pressure and independence in execution

    • Strong process thinking and understanding of financial products

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

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    About The Company

    Cape Town, Western Cape, South Africa (On-Site)

    Cape Town, Western Cape, South Africa (On-Site)

    Cape Town, Western Cape, South Africa (On-Site)

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