Customer Support

• Deliver outstanding customer support via email
• Assist customers with questions related to shipping and return policies for damaged items
• Resolve incomplete orders, change items as needed, and review or approve price adjustments
• Respond to customer inquiries according to established service level agreements and precise procedures
• Escalate complex or high-priority issues to the appropriate internal team
• Collaborate with SupportYourApp, a global Intelligent Support-as-a-Service provider serving technology companies and industry leaders

Customer Support Consultant, E-commerce

• Handle requests in the Slack channel related to promo code creation and other marketing campaigns
• Support first-line support colleagues with questions regarding the loyalty program and promo codes
• Participate in the development of the loyalty program: collect feedback, suggest improvements, and contribute to the implementation of new features
• Communicate with other teams (marketing, support, development)
• Prepare reports on the channel’s status and activities using spreadsheets
• Manage simple projects: clarify requirements and drive tasks to completion
• Perform validation of self-registered partners in specific regions according to established procedures
• Answer partners’ questions in the email channel and perform follow-up calls about existing offers

Junior Loyalty Support Specialist

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs / OKRs and identify improvement opportunities.

Customer Support jobs in Nigeria

Customer Support Consultant, E-commerce

Junior Loyalty Support Specialist

Customer Experience Optimization Specialist