Christopher is a Customer Support Specialist, who has worked with international organizations, fostering their growth through exemplary customer service and support. We gain insights from his experience working in the fintech sector and how the seemingly undervalued role is important for fintech companies to thrive.
Please, tell us about yourself.
My name is Christopher Chikamso, I am a Customer Support Specialist who is dedicated to providing timely, accurate, and empathetic assistance to product users.
I began my career as a virtual assistant in 2020 and later specialized in customer support, gaining experience across various industries, including technology, fintech, and e-commerce. Over the years, I have developed strong skills in resolving complex issues, delivering technical support, and fostering positive customer relationships.
I have worked with several organizations where my primary goal has been to prioritize customer needs and deliver exceptional support. As the first point of contact, I strive to create a positive and lasting customer experience. Outside of work, I’m passionate about sports and enjoy networking with professionals in the tech sector.
What has your experience in the fintech sector been like as a customer support specialist?
My journey in fintech began when I had the opportunity to work with Coincola, an international organization that combines centralized exchange services with the facilitation of cryptocurrency purchases and payments through local banks.
Over the years, I’ve transitioned from a junior support agent to a senior customer support specialist, focusing on resolving customer inquiries and building positive user experiences, which has made the experience worthwhile.
What do you find most rewarding about your role as a customer support specialist?
One of the most rewarding yet challenging aspects of my work is studying customer behavior—from the initial message, which might reflect frustration, to the resolution of their issue. I firmly believe in the saying, ‘There is an organization only because of its users,’ and this perspective shapes how I approach my role.
In fintech, issues often involve money, and I empathize with how users feel when transactions are delayed or unresolved. For instance, a user may become agitated if a transfer remains unconfirmed after hours. These situations demand a balance of empathy, effective communication, and a thorough understanding of the case to deliver a prompt solution while managing the customer’s frustrations.
Beyond resolving issues, I’ve gained valuable experience using tools like Zendesk, Hootsuite, and HelpDesk to automate responses and maintain an organized workflow. These tools help streamline operations while preserving high-quality service standards.
I’ve also learned the importance of gathering feedback through customer satisfaction surveys to measure how well user needs are being met. This constant focus on feedback not only ensures continuous improvement but also reinforces the value of customer-centric support. Overall, my experience in fintech has been fulfilling, and I aim to evolve further by transitioning into customer success.
Wow, that’s a very great experience. Customer feedback is essential in fintech—how do you collect and use it to improve the customer experience?
Yeah, customer feedback is the backbone of improvement in any organization as customer experience itself drives trust and loyalty.
We collect feedback first using in-app surveys integrated into our CRM tools, which allow us to gauge user satisfaction and gain insights on whether their issues were resolved effectively. This helps us refine our processes and address any gaps in service.
We also analyze support tickets, chat transcripts, and email feedback to identify common issues. By addressing these recurring concerns, we build better knowledge bases that empower users to resolve problems on their own, reducing waiting times and increasing efficiency. For instance, users with similar issues can easily resolve them using self-help articles instead of contacting a live agent, leading to faster resolutions and greater efficiency.
Social media platforms like Twitter and Reddit also play a key role in gathering feedback. Through initiatives like AMAs (Ask Me Anything), we hear directly from users about their experiences and ideas for improvement. Additionally, we involve users in beta testing new features, ensuring these updates are user-friendly and aligned with customer needs.
Acting on feedback is just as important as collecting it. When customers see their suggestions implemented—like simplifying a complex onboarding process—they feel valued, which strengthens their trust in our platform.
How do you ensure customer feedback leads to measurable improvements?
Feedback alone is not enough; it’s about acting on it effectively. After gathering data through surveys or social media platforms, we implement targeted changes and monitor their impact. We show customers we are listening by announcing improvements based on their feedback. This makes them feel heard and aware that their suggestions are always taken into consideration.
For instance, if we receive feedback that our onboarding process is confusing. By analyzing users points, conducting interviews with new customers, and testing our previous processes we can use this to create a simpler, guided onboarding experience.
That’s a very dedicated approach to improving customer experience. What’s the most common challenge you encounter when assisting customers?
The most common challenge I encounter is handling angry or emotional customers. Money is a very sensitive topic, so issues like lost funds or failed transactions can understandably cause stress and frustration. On top of that, many customers are unfamiliar with how fintech systems work, particularly when it comes to payment delays, fraud prevention measures, or investment tools. One of the challenges is simplifying these complex topics into clear and digestible explanations without overwhelming the customer.
Another challenge is maintaining composure when dealing with highly stressed individuals. While it can be difficult to remain calm in such situations…Like, sometimes I want to shout heyyy…I’m trying to help you here, but I just strive to offer empathy and support while adhering to professionalism and quality standards.
That’s very true. People don’t joke with their money. Some people believe customer support roles are undervalued within organizations. Do you think the fintech industry takes customer support seriously enough?
In my opinion, on a global scale, yes, customer support is highly valued. However, on a local level, while we’ve made significant progress, there is still room for improvement in fully recognizing the importance of customer support roles.
Customer support is typically the first point of contact for users with an organization, and it’s crucial that we provide the best possible experience.
Internationally, many organizations have integrated live chat functionality on their websites, which I believe is one of the best forms of customer relationship management. It allows users to reach agents instantly and get immediate help. While support tickets are efficient, personally, I would be frustrated if I had to wait two days for a response.
While the fintech sector is doing well, there’s always room for improvement. Industries, especially in fintech, need to prioritize responding to users quickly, particularly when it comes to issues involving their funds.
Speaking of live chat…with the rise of AI and chatbots, do you think human customer support specialists are at risk of becoming less useful?
This is a common discussion at the moment in the tech space. While AI and chatbots have been incredibly helpful for responding quickly to users and handling repetitive queries, they can never truly replace the human touch. AI lacks the emotional intelligence and empathy required to understand a user’s unique situation and respond with sensitivity.
For example, I recently had a frustrating experience on the Jumia platform where the chatbot kept giving me the same generic response until it finally allowed me to speak with a live agent.
AI can support and speed up processes, but it cannot replicate the nuanced communication and problem-solving abilities that human agents provide. I do not think we are at a risk at all of getting replaced with them.
Thank you for sharing your opinion on that. Looking ahead, how do you think customer support in fintech will evolve, and what skills will become most important?
Technology is constantly evolving, and so is customer support. I believe we’ll see an increased reliance on AI and automation to handle repetitive tasks, such as answering FAQs, troubleshooting common issues, and even providing personalized financial advice. This will free up human support representatives to focus on resolving complex, high-emotion cases where empathy and creativity are essential.
Additionally, support will likely become more integrated directly into fintech apps, with detailed guidelines and procedures to help users navigate platforms independently. Beyond that, I see support teams playing a bigger role in educating users about security and ensuring they can safely interact with fintech systems. This may also require strong cross-cultural communication skills to address the global nature of many fintech platforms and the varying regulations they must navigate.
As for the skills that will become most important, I’d highlight emotional intelligence, technical knowledge, clear communication, problem-solving, critical thinking, and empathy. These will remain crucial as customer support evolves into a more dynamic and user-centric function.
What advice would you give to someone looking to go into Customer Support?
Based on my experience, I would advise anyone entering customer support to start by developing strong communication skills. Clear, empathetic communication is essential in building rapport with customers. Additionally, practicing active listening is crucial—always ask clarifying questions and restate what the customer has said to ensure mutual understanding.
It’s also important to recognize that customers often reach out when they’re frustrated or upset. In such situations, it’s vital to stay calm, show empathy, and reassure them that you’re there to help.
Another key point is product knowledge. You should strive to understand your product inside out. A deep understanding allows you to help new users more effectively and resolve issues faster. Familiarizing yourself with common pain points enables you to troubleshoot and guide customers more efficiently.
Lastly, avoid burnout, which is common in customer support roles. Set boundaries, take regular breaks, and find healthy ways to decompress after tough days to maintain your well-being.
– Inside Tech is a weekly series where we interview fintech operators and gain insight into what’s it’s like working in the fintech sector and exploring other topics with them.
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