Customer Care Executive (French Bilingual Support)

About Zepz

Zepz Group is the group powering leading global remittance brands: WorldRemit and Sendwave. Zepz Group has been disrupting an industry previously dominated by offline legacy players by reducing the barriers to finance and increasing safety and convenience for users. Every day, Zepz Group and its brands work towards unlocking the prosperity of cross-border communities through finance and technology - driven by the vision of a world that celebrates migrants' impact on prosperity, at home and abroad. Zepz served over 9+ million users through its presence in over 4,600 corridors with over 40 send countries and 90 receive countries

Come join us!

Zepz.io

Our Commitments:

• We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.
• We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.
• We have a bias to action - We get to first outcomes quickly, iterate and learn.
• We strive to be better - We may make mistakes, but always learn from them.
• We are inclusive - to better reflect and serve our users.
  
  

About the role:

Zepz is seeking a highly motivated Bilingual Customer Care Executive fluent in French/English or Spanish/English to join our dynamic Customer Care team. In this role, you will provide exceptional support to our customers through voice, chat, and email channels. You will be responsible for understanding customer needs, resolving inquiries, and ensuring a seamless customer experience. Your role will be pivotal in maintaining Zepz's reputation for outstanding service by delivering timely and effective solutions.

What you will own:

Reporting to the Bilingual Team Manager, you will:

• Provide high-quality customer support in both French/English or Spanish/English across voice, chat and email channels.
• Identify, troubleshoot, and resolve customer issues in a professional and empathetic manner.
• Act as a solutions architect, making sound decisions to resolve customer problems efficiently.
• Ensure each interaction is handled with the highest level of customer care, maintaining Zepz's commitment to quality service.
• Take ownership of customer inquiries and follow through the resolution, ensuring customer satisfaction.
• Work cross–functionally with other teams to resolve complex cases and provide feedback for continuous improvement.
• Maintain up-to-date knowledge of Zepz products, services, and processes to offer accurate solutions.
• Assist in tracking and reporting on customer care trends to drive improvements.
  
  

What you bring to the table:

• Fluency in both French/English or Spanish/English (written or verbal).
• Previous experience in customer support particularly in a bilingual setting.
• Excellent communication skills with the ability to explain complex issues simply.
• A passion for helping people and a customer–first mindset.
• Strong problem–solving skills, with the ability to think critically and make decisions that benefit both the customer and the company.
• Ability to work in a fast–paced environment and handle multiple tasks simultaneously.
• Tech-savvy with experience using CRM systems and other customer care tools.
  
  

Bonus points if you have:

• Experience in a fintech or payments industry is a plus.
• Familiarity with customer service best practices.
  
  

What you'll get from us

Please note that the benefits below will apply to permanent roles.

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. specifically:

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance!
• Private Medical Cover: You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.
• Retirement: We offer pension schemes to help you plan for and secure your future.
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.
  
  

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!

Why choose Zepz?

• Our team of over 1,000 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
• We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
• We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
• At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.
  
  

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.