Customer Support Associate

Location: Remote, with working hours that overlap CET and West and East Africa time zones

Employment type: Full-time

Department: Operations

About Partna

Partna is stablecoin payment infrastructure for Africa. Businesses use our API to collect, convert and settle money between African currencies and global markets: onramp and offramp between local currency and stablecoins, and local collections settled in USD or stablecoins.

We are backed by Y Combinator (W22) and live in Nigeria. We process more than 200,000 transactions a month at a 99% success rate, with more than $250M in cumulative volume.

The role

Our customers are businesses and the people who use their apps to move money with Partna. When a payment is delayed or a verification fails, they need a fast, accurate answer. You will handle those cases end to end, working with our operations lead and escalating to engineering when needed.

Responsibilities

• Respond to customer enquiries by email and other support channels within agreed response times.
• Investigate payment issues such as delayed deposits, wrong-amount transfers, pending withdrawals and failed conversions, using our internal tools.
• Help users complete identity verification and resolve verification failures.
• Follow each case through to resolution and keep the customer informed along the way.
• Escalate technical issues to engineering with clear, reproducible details.
• Spot recurring problems and report them so the product and processes improve.
• Log and route privacy and account requests according to our procedures.
• Write and maintain help articles, response templates and internal support guides.
• Protect customers: never ask for passwords, verification codes or private keys, and flag suspected fraud or account compromise immediately.

Requirements

• 2+ years in customer support, ideally at a fintech, payments or crypto company.
• Understanding of Nigerian bank transfers and identity verification (BVN and NIN).
• Basic understanding of crypto wallets and stablecoins, or the willingness to learn quickly.
• Clear, accurate written English and a calm, professional tone with frustrated customers.
• Careful attention to detail: amounts, references, names and transaction IDs.
• Ability to investigate a problem across several tools before escalating.
• Good judgement on when to resolve a case yourself and when to escalate.
• Reliability across the support hours agreed for the role.

Nice to have

• Experience with help desk or ticketing tools.
• Experience supporting business customers as well as individual users.
• Experience with fraud, dispute or chargeback handling.
• Fluency in Nigerian Pidgin, Yoruba, Hausa or Igbo.

What we offer

• Flexible working arrangements.
• Paid annual leave and public holidays.
• Modern equipment and home-office support.
• Direct contact with the customers and payments behind a growing product.

Interview process

1. CV review.
2. Introductory conversation: role expectations and mutual fit.
3. Written exercise: reply to a few sample customer cases.
4. Offer and references, where applicable.

We aim to complete the process within one week and will explain what to expect before each stage.