Bumpa Specialist - Customer Support at Bumpa

At Bumpa, we’re on a mission to empower African entrepreneurs to start, manage, and grow their businesses online with ease. Our merchants are at the heart of everything we do, and we believe support should be more than fixing problems; it should be about delighting and building trust at every interaction.
As a Bumpa Specialist, you will be a frontline product expert and trusted partner to our merchants. This role goes beyond answering questions; you will investigate issues, resolve them with speed and clarity, educate merchants, and guide them to success using Bumpa. You’ll use your deep understanding of our product to deliver specialist-level support, helping merchants set up their stores, activate payment tools, process orders, integrate social commerce, and uncover the full value of Bumpa features.
Every interaction is an opportunity to create impact. You’ll be expected to demonstrate ownership, a passion for the merchant experience, and problem-solving excellence. Your goal is simple but powerful: make it easy for merchants to succeed and grow with Bumpa.

Job Details

• Deliver responsive support across email, chat, social, WhatsApp, and calls
• Troubleshoot merchant issues with clarity, investigation, and root-cause thinking
• Educate merchants on how to use Bumpa features to grow their business
• Guide merchants to activation milestones: store setup, product upload, payment activation, orders, and sales
• Proactively identify product gaps or recurring issues and escalate with clear documentation
• Collaborate with Product, Engineering, and Growth teams to improve merchant experience
• Track and update support tickets using Freshdesk and internal tools
• Maintain high CSAT, response, and resolution performance
• Be a Bumpa product specialist, your knowledge should build confidence with merchants
• Turn conversations into upsell or conversion opportunities where valuable
• Preparing reports on weekly support trends
• Any other task or project assigned by your Line Manager

Requirements

• Bachelor's degree in any related field
• Strong technical knowledge
• Critical thinking and organization skills
• 2-3 years of experience as a Customer Support Specialist or similar role
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• Strong interpersonal and communication skills (both verbal and written). You're able to explain concepts clearly and concisely
• Desire to work closely with customers in sometimes tough situations
• Experience using Freshdesk, CRM tool, Slack, and Google Suite would be an advantage. 
• Excited to pursue revenue retention and customer health targets that will fuel Bumpa’s growth.
• Able to build client relationships quickly 
• Experience with process design and improvement
• Interested in building a career with a growth-oriented company