Partnerships CX Specialist

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!

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:
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.