Customer Support Agent at Happy Pay

About the Role

• Happy Pay is looking for a Customer Support Agent to be the first point of contact for our customers — the South Africans using Happy Pay to shop smarter and pay less. This role sits within the Customer Operations team and is central to delivering the kind of experience that sets Happy Pay apart.
• Our customers interact with us primarily via WhatsApp, with additional channels including Facebook and email. You will work across these channels to resolve queries, investigate issues, and ensure every customer leaves the interaction feeling heard and helped. You'll work daily across our omni-channel helpdesk platform, data reporting tools, and internal admin systems, collaborating closely with the collections, finance, and tech teams to get things done.
• This is a hands-on role for someone who is empathetic, sharp, and comfortable navigating a fast-growing fintech environment where processes are maturing and no two days are exactly alike.

Key Responsibilities
Customer Query Management

• Serve as the first point of contact for customers across WhatsApp, Facebook, and email channels.
• Respond to all inbound queries promptly and professionally, aiming for same-day resolution where possible.
• Handle a wide range of queries including OTP issues, account activation, bank linking, KYC verification, order status, late fees, and payment-related questions.
• Use canned responses and knowledge base materials to ensure consistent, accurate communication.
• Maintain a calm, professional, and empathetic tone — including when customers are frustrated or under financial stress.

Issue Investigation & Resolution

• Investigate customer issues using our internal admin portal, data reporting platform, and payment gateway to diagnose root causes.
• Resolve straightforward issues directly (e.g. OTP resets, account activations, payment status updates).
• Log and batch bank linking issues for escalation to our bank linking partner, and communicate turnaround times clearly to customers.
• Escalate technical issues to the engineering team with clear, well-documented context to enable fast resolution.
• Track open tickets through to resolution, following up proactively and keeping customers updated throughout.

Refunds & Order Queries

• Investigate and action refund requests, coordinating with merchants and the finance team where required.
• Process refunds via our payment gateway once authorised, ensuring all verification requirements are met.
• Escalate force-refund scenarios or complex disputes to team leads with all relevant context clearly documented.
• Liaise with merchants on behalf of customers regarding order fulfilment, returns, and outstanding refunds.
• Log all refund activity accurately in the relevant tracking systems.

KYC & Verification Support

• Assist customers experiencing difficulties with the selfie verification process via our KYC implementation partner.
• Collect and log relevant device and operating system details to support technical investigation.
• Communicate clearly with customers about verification status and next steps, without overpromising timelines.
• Escalate verification failures and repeat retry cases to the appropriate internal or third-party team.

Account & Payment Management

• Update customer account details where permitted (e.g. phone numbers, contact information).
• Respond to queries about payment schedules, instalments, late fees, and account balances.
• Identify and escalate billing errors or incorrectly applied fees for correction.
• Process Do Not Contact (DNC) requests accurately and promptly.

Documentation & Continuous Improvement

• Contribute to the development of canned responses, FAQs, and the internal knowledge base.
• Flag recurring issues or patterns to team leads to enable systemic fixes.
• Maintain accurate records of all customer interactions and resolutions in our helpdesk platform.
• Participate actively in team meetings, training sessions, and process improvement initiatives.

Requirements
What We're Looking For

• Matric certificate required; a diploma or degree in Business, Communications, or a related field is advantageous.
• 1-2 years' experience in a customer service, support, or operations role — fintech, e-commerce, or financial services experience is a plus.
• Excellent written communication skills in English — clear, professional, and empathetic.
• Comfortable working across multiple digital platforms and tools simultaneously.
• High attention to detail and accuracy when investigating and documenting issues.
• Strong problem-solving ability — able to work through ambiguous situations methodically.
• Ability to manage a high volume of queries and prioritise effectively under pressure.
• Familiarity with CRM or helpdesk platforms is beneficial.
• Comfortable using data and reporting tools to look up account and transaction information.
• Reliable, punctual, and committed to being responsive during core support hours.

What You're Like
You are someone who:

• Genuinely cares about helping people and takes pride in resolving problems properly — not just closing tickets.
• Stays calm and professional under pressure, especially when customers are frustrated.
• Asks the right questions before escalating, and gives clear context when they do.
• Spots patterns and speaks up when something keeps going wrong.
• Is self-organised and doesn't need to be chased to follow up on open issues.
• Embraces tools and technology — you're curious about how systems work and eager to use them well.
• Thrives in a fast-paced, startup environment where your input shapes how things run.