Job Title: Customer Success Executive

Job Type: Full-Time

Job Location: Lusaka Zambia

Company Name: Lenco by Broadpay

Job Description

We are seeking an exceptional Customer Success Executive who will be responsible for delivering outstanding customer experiences by effectively managing enquiries, resolving issues and ensuring a high level of client satisfaction across multiple channels. This role is critical in building strong customer relationships, fostering trust, driving customers retention, and supporting the overall growth of Lenco by Broadpay. As a key representative of the company, the Customer Success Executive will serve as the voice of the brand, ensuring customers receive timely, professional and empathetic support.

Responsibilities

• Manage customer inquiries via phone, email, chat and social channels..
• Resolve issues promptly while maintaining high satisfaction levels
• Escalate complex cases to the team lead where necessary.
• Document all customer interactions in CRM systems.
• Provide proactive support and recommend solutions.
• Share customer feedback with Product and Operations teams.
• Maintain compliance with company policies and service standards
• Deliver excellent service that drives loyalty and satisfaction

Requirements:

• 1+ years experience in customer service roles.
• Excellent verbal and written communication skills.
• Proficiency with support tools/CRM (e.g. HubSpot, Zoho).
• Strong problem-solving skills and empathy for customers.
• Fintech or SaaS industry experience is a plus.