Customer Support & Back Office Representative

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  "last_changed_at": "2026-06-16T10:30:16.016Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Kampala, central, 759125, Uganda",
    "city": "Kampala",
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  "inferred_at": "2026-06-18T10:36:45.572Z",
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{
  "list_job": {
    "id": "283",
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    "location": {
      "city": "Kampala",
      "state": "central"
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    "jobOpeningName": "Customer Support & Back Office Representative",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Kampala",
      "state": "central",
      "postalCode": "759125",
      "addressCountry": "Uganda"
    },
    "datePosted": "2026-06-16",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, we are transforming how people access credit, make payments, invest, and protect their financial future.</span><br></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Powered by AI, advanced data science, and automation, Fido is redefining financial services, making them simple, smart, and accessible. From urban centers to underserved communities, we are breaking barriers and expanding financial inclusion across the continent.</span><br></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Joining Fido means being part of a mission-driven team building innovative solutions that create real impact and unlock opportunities for millions.</span><br></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Job Summary</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The role combines customer service, issue resolution, sales support, and back-office operations, ensuring excellent customer experience, accurate transaction processing, and compliance with company and regulatory standards. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">What you will do:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Customer Engagement &amp; Service Delivery</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Handle high volumes of inbound and outbound calls, emails, and chat interactions professionally and efficiently.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Respond to customer inquiries accurately, empathetically, and in line with communication standards.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Build strong, long-term customer relationships by delivering a consistently high-quality experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Serve as a point of contact for both internal and external customer-related inquiries.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\"> Issue Resolution &amp; Technical Support</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Identify customer needs, investigate issues, and provide effective solutions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Guide customers on product usage, troubleshooting, and self-service options.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Diagnose and resolve system, application, or transaction-related issues.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Escalate complex cases appropriately and follow escalation procedures.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">De-escalate difficult or dissatisfied customer situations professionally.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Sales &amp; Growth Support</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Identify opportunities to promote relevant products and services.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Support upselling and cross-selling efforts using a needs-based approach.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Contribute to team targets for sales, quality, and customer satisfaction.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Back-Office Operations &amp; Compliance</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Verify daily transactions for accuracy, completeness, and compliance with policies.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Process and maintain customer and transaction data accurately in systems.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Conduct regular data audits and resolve discrepancies promptly.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Document recurring issues and report insights to relevant departments.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure adherence to regulatory, security, and confidentiality standards.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Maintain and update back-office procedures and operational documentation.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Reporting, Administration &amp; Continuous Improvement</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Maintain accurate records of all customer interactions in CRM/helpdesk systems.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Meet individual and team KPIs relating to productivity, quality, and customer satisfaction.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Identify and recommend process improvements to enhance efficiency and accuracy.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Support operational reporting and administrative tasks as required.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Who you are</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Minimum two (2) years of  experience in customer service and/or back office operations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Background in fintech, financial services, telecom, or a high-volume operations environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Strong understanding of customer support operations, transaction processing, and reconciliation workflows.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience working with CRM, helpdesk, and back office systems.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Strong analytical skills with attention to detail and problem-solving capability.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Proven ability to collaborate effectively across cross-functional teams.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Strong communication and interpersonal skills.</span></li>\n</ul>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Inter, sans-serif; font-size: 10pt\">Proficient in Microsoft Office (Word, Excel, Outlook). </span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Inter, sans-serif; font-size: 10pt\">Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Inter, sans-serif; font-size: 10pt\">Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment including weekend shifts.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-family: Inter, sans-serif; font-size: 10pt\">Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">What We Offer:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Exciting opportunity to be part of a fast-growing fintech company.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Competitive compensation and comprehensive benefits package.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Exposure to innovative tools and cutting-edge technology.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Collaborative and creative work environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Opportunities for career growth and professional development.</span></li>\n</ul>",
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    "jobOpeningShareUrl": "https://Fido.bamboohr.com/careers/283",
    "employmentStatusLabel": "Full-Time"
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