Senior Live Support Consultant

Meet Ozow  

Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.

More about this Ozow fantastic position

As a Senior Live Support Consultant at Ozow, you'll be the frontline of our customer experience - the voice, the solution, and the reason our customers keep coming back. If you're a passionate problem-solver with a customer-first mindset and a knack for turning frustration into delight, this one's for you. 

Your role and responsibilities  

Customer Experience & Issue Resolution  

• Serve as the first point of contact for customers across all support channels, delivering timely, accurate, and empathetic resolutions 
• Investigate and resolve payment-related queries, escalating complex issues where appropriate while maintaining ownership throughout 
• Ensure every customer interaction reflects Ozow's commitment to accessible, seamless digital payments 

Customer Satisfaction  

• Consistently achieve and exceed CSAT and NPS targets by delivering high-quality, first-contact resolutions 
• Champion the voice of the customer internally by identifying recurring pain points and feeding insights back to relevant teams 
• Build trust and loyalty through professional, empathetic, and solution-oriented communication 

Operational Performance  

• Meet and maintain SLA targets across all support channels - Voice, Email, Chat, and WhatsApp 
• Manage workload effectively in a 24/7 shift environment, maintaining quality and accuracy under pressure 
• Adhere to all internal processes, compliance standards, and regulatory requirements relevant to the payments industry 

Quality, Productivity & Channel Efficiency  

• Maintain a high first-response resolution rate across omni-channel interactions 
• Accurately log all customer interactions and resolutions within Salesforce (or equivalent CRM), ensuring data integrity and traceability 
• Proactively upskill on product updates, payment ecosystem changes, and new tools to remain a subject matter expert 

Tool Utilization & Change Management  

• Leverage Salesforce and Ozow's omni-channel support platform to manage, track, and resolve customer interactions efficiently 
• Adapt quickly to new system rollouts, process updates, and product changes — embracing continuous improvement as part of the role 
• Utilise AI-assisted tools and automation where available to enhance resolution speed and personalise the support experience 

You are an ideal candidate if you have  

• A Grade 12 (Matric) certificate or relevant equivalent  
• Availability and flexibility to work 24/7 rotating shifts  
• 5+ years of customer experience in an international support centre environment  
• 3+ years working across an omni-channel support environment (Voice, Email, Chat, WhatsApp)  
• Solid knowledge of the South African payments landscape  
• 2+ years in a card payment environment (advantageous)  
• Intermediate computer literacy and the ability to navigate multiple systems simultaneously  
• Excellent written and verbal communication skills in English  
• Previous experience working on Salesforce (advantageous) 

Your skills and competencies

• You eagerly embrace change, absorb cross-functional skills, and connect ideas across disciplines to drive fresh thinking and innovation.  
• Ability to initiate, develop, maintain and leverage outstanding relationships to influence a wide network, both inside and outside the company.  
• A trailblazer who steps up, takes charge, and creates meaningful impact—those driven by performance and purpose to lead from the front and make a real difference every day.  
• You thrive in collaboration, embrace inclusion, and bring a genuine curiosity for global cultures—valuing collective success over individual credit.  
• Demonstrate strategic foresight, sound judgement, and the ability to make confident decisions under uncertainty, always working toward the best possible outcomes.  
• You challenge norms, champion innovation, and constantly seek growth—for themselves, their team, and the solutions they build.  
• You are a decisive doer—those who take initiative, follow through with confidence, and ensure results through courageous, hands-on leadership.  
• We value optimism, agility, and the strength to persevere under pressure—balancing performance with positivity, even in challenging environments.  
• You are driven, proactive individuals who take ownership, face challenges with grit, and consistently push for excellence—not just as participants, but as catalysts for success.  

Interview process  

During the interview process you will meet with the People team, the hiring manager, and relevant CSuite. Be prepared to complete a technical assessment that will showcase your skills.  

In office perks  

• Healthy breakfast, lunches and snacks
• Monthly team connects 
• On-site Barista 

Perks for South African based employees

• Medical aid subsidy
• Group Risk Insurance
• Generous paid annual leave   
• Birthday leave
• Learning and Development opportunities 
• Mentorship programme
• Quarterly team building 
• Community initiatives 
• Access to cutting edge technology - Ozow Tech Stack

Our Employee Value Proposition

Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.

Compliance

As a fintech company, we prioritize data security, confidentiality, regulatory and compliance. Due to the sensitive nature of our work, we require individuals with a high level of integrity and trustworthiness to ensure adherence to financial regulations and industry standards. Given the sensitive nature of our work, all employees are expected to demonstrate professionalism, accountability, and a commitment to ethical conduct in line with financial regulations and industry standards

Ready to be exceptional? Apply now!  

Keen to know more?  

Interested in joining our rocket ship?  

To find out more about life at Ozow, head over to our Careers Page here!