Customer Care Executive

Join Zepz: Breaking Down Borders, Together

Our Meaningful Mission

At Zepz, we're all about breaking down barriers for our customers and our teammates. Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech. Zepz is the power behind WorldRemit and Sendwave, driven by the mission to celebrate the incredible impact migrants have, both at home and abroad. We're not just moving money; we're building a world that truly recognizes and supports global connections.

Who You'll Be Joining

We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose. We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges. At Zepz, we are Relentless Learners, always seeking feedback, and Responsible Owners, treating company resources like your own. We depend on Transparent Communicators who keep the team aligned through open, honest talk.

Our Core Commitments — What We Live By

Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact:

• Integrity: We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.
• Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.
• Velocity: We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.

About the Role

If you're looking for a role where you just follow scripts - this isn't it. We build problem - solvers, decision - makers, and customer champions.

As a Customer Care Executive, you are the voice, brain, and heart of our customer experience. You won't just answer questions - you'll resolve real problems, restore trust, and create moments that customers remember.

If you thrive in fast - paced environments, think on your feet, and care deeply about people - this role is for you and we'd love to meet you!

What you’ll own

• Own customer problems end - to - end - no passing the buck.
• Deliver fast, accurate, and thoughtful resolutions across chat, phone and social media.
• Make sound decisions in real time, balancing customer needs and company policies.
• Turn complex issues into clear, human conversations (no jargon, no scripts).
• Spot patterns and raise insights to improve products, processes, and customer journeys.
• Handle sensitive cases with empathy, discretion, and professionalism.
• Work closely with cross - functional teams (Product, Payments, Compliance) to get things fixed - not just explained.

What "great" looks like in this role

• You solve it the first time (First contact resolution mindset).
• You don't just answer - you understand and anticipate.
• You communicate like a human, not a template.
• You stay calm under pressure and take ownership.
• You know when to escalate and when to take action.
• You treat every customer like they matter (because they do).

What you bring to the table

• Experience in customer support, service, or operations (fintech is a plus, but not required).
• Strong critical thinking and decision - making skills.
• Exceptional communication skills - clear, concise, and empathetic.
• Ability to navigate ambiguity and figure things out.
• High attention to detail with a bias for action.
• Comfort working with tools, systems, and multiple channels at once.
• Resilience- you bounce back fast and keep showing up strong.

What sets you apart

• You don't hide behind policies - you know how to apply them with judgment.
• You can turn an upset customer into a loyal advocate.
• You actively look for ways to improve - not just execute.
• You take pride in your work and hold yourself to a high standard.

What success looks like (how we measure impact)

• High First Contact Resolution (FCR)
• Strong Customer Satisfaction (CSAT) and experience quality
• Solid decision quality and accuracy
• Consistent productivity with quality (not one at the expense of the other)

Perks of Joining Our Team

• Competitive compensation package
• Health Insurance on day one (2 free dependents)
• Group Life & Accident Insurance
• Vacation Leave (5 days convertible to cash)
• 5 days of sick leave (convertible to cash)
• Recharge days, 4 per year, 1 day each quarter to use to relax, refresh and recharge
• Free food and hot drinks when onsite

If you want to join us in our journey to help break barriers in financial access and improve lives globally, there's no better place or time to join.

Our global team of 800+ people is spread across six continents. We aspire to hire the best mix of people from former Olympians to YouTube influencers and we speak over twenty languages. This incredible diversity isn't a bonus; it's the engine that lets us serve the world.

Ready to Apply? Let’s Go.