• Application Deadline:
• Position: Customer Support Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 years



• Location Lagos




• Job Field Customer Care 
  
  

Role Overview

• This role is ideal for someone with strong communication skills, technical curiosity, and a passion for delivering exceptional customer experiences. You’ll handle real-time interactions, resolve user issues, support operational improvements, and work closely with cross-functional teams to ensure customer satisfaction at every touchpoint.

Key Responsibilities

• Provide prompt, professional support to users via email, live chat, phone, and social media.


• Troubleshoot wallet issues, payment delays, or account-related concerns.


• Escalate product or technical issues to the appropriate teams, ensuring fast resolution.


• Maintain accurate records of customer interactions and case resolutions using CRM tools.


• Identify recurring issues and contribute to the improvement of support workflows and self-help content.


• Stay updated on product changes and proactively share insights with customers.


• Act as an escalation point for sensitive user concerns, offering strategic guidance and resolution.


• Collaborate with internal teams to enhance FAQs, help centre articles, and internal support materials.

Requirements

• Minimum of 2 years of customer support experience, preferably in the Fintech or Crypto Space.


• Prior experience using CRM tools.


• Excellent written and verbal communication in English.


• Customer-first mindset with strong problem-solving skills.


• Ability to multitask and prioritize in a fast-paced, startup environment.


• Familiarity with blockchain concepts and digital wallets is an added advantage.


• Proficiency in Microsoft Office and strong attention to detail.


• Must be based in Lagos, Nigeria.


• Comfortable working in a hybrid setup (remote and onsite).


• Willingness to work shifts, weekends, or public holidays, when necessary.