Customer Success Lead

When something goes wrong with a user’s transfer — a delay, a failed payment, a blocked account — they need a real person who knows what they are doing and actually cares. That is who we are hiring. Our Customer Success Lead makes users feel like Axra is on their side, even when things don’t go perfectly.

This is a senior individual-contributor role with a clear path to managing a team. You will handle our highest-priority cases, work with product to log systemic issues, and help define what great support looks like as we scale. Lagos-based preferred; open to remote candidates in West Africa (WAT).

• ✦Handle escalated and complex cases — transfer disputes, KYC blockers, account holds — with speed and empathy
• ✦Own customer satisfaction metrics across chat, email, and phone: CSAT, resolution time, escalation rate
• ✦Build and maintain a knowledge base: FAQs, internal runbooks, and response templates
• ✦Act as the voice of the customer in product discussions — log patterns and advocate for fixes
• ✦Work with compliance and operations to resolve AML/KYC-related customer friction
• ✦Hire and mentor junior support agents as the team expands
• ✦Define and implement our support tooling strategy

• ✦4+ years of customer success or support — at least 2 in fintech, banking, or payments
• ✦Experience handling complex financial disputes or complaints
• ✦Genuine empathy for users, plus the ability to hold firm on policy when necessary
• ✦Strong written English — much of what we do is async and written
• ✦Data-literate: you can read a CSAT dashboard, spot a trend, and summarise it clearly
• ✦Experience in a high-growth startup where you have to build processes that don’t yet exist

• ✦Familiarity with remittance flows, FX, or cross-border transfers into West African banking systems
• ✦Prior experience leading a small customer support team
• ✦Proficiency in Yoruba, Igbo, or Hausa — many of our users are Nigerian-diaspora
• ✦Experience with Intercom, Zendesk, or similar tools at scale

• ✦Salary: ₦9,000,000 – ₦13,000,000 / year (or GBP equivalent), reviewed every 6 months
• ✦Equity — stock options for every employee from day one, vesting over 4 years with a 1-year cliff
• ✦Remote-first — work from anywhere, with team members across multiple countries
• ✦Learning budget for courses, books, and conferences every year
• ✦Comprehensive health cover for you and your dependants
• ✦Best-in-class equipment — MacBook Pro and any tools you need
• ✦Flexible hours and unlimited PTO — we mean it

Axra is a cross-border money platform for the African diaspora — sending, spending, and saving across GBP, EUR, and USD with real-time transfers to 50+ African countries. We operate under Money Services Business (MSB) registrations in Canada, the UK, and the USA, and we are growing fast in a market that has been underserved by expensive, opaque incumbents for too long.