Customer Support & Admin Specialist at SeekProv

Reports to: Chief Operating Officer (COO)

• We are looking for an organised, empathetic, and tech-savvy Customer Support & Admin Specialist to support our users and assist with day-to-day administrative and operational tasks from our Owerri office.

Key Responsibilities

• Respond to customer enquiries through live chat, support tickets and email, primarily using tawk.to.
• Guide Seekers and Providers through registration, verification, service listings, bookings and platform features.
• Resolve account, login, messaging, payment, cancellation and refund enquiries.
• Troubleshoot basic app issues and escalate technical problems appropriately.
• Handle complaints and disputes professionally and escalate fraud, safety or serious payment concerns.
• Maintain accurate support records and identify recurring customer issues.
• Help improve FAQs, support templates and automated responses.
• Use approved AI tools to improve support efficiency while checking all outputs for accuracy, tone and privacy.
• Assist with routine administrative and operational tasks, including maintaining records, organising documents, updating internal trackers and preparing basic reports.
• Support the COO with other reasonable day-to-day office and operational tasks when required.

What We're Looking For

• At least 1 year of relevant customer service, support, or administrative experience; 2+ years is preferred.
• Strong written and verbal English communication.
• Strong organisation, problem-solving and attention to detail.
• Comfortable using live chat, email, spreadsheets, web tools, and mobile apps.
• Comfortable using AI tools such as ChatGPT responsibly.
• Ability to deal calmly and professionally with customers.
• Ability to handle confidential information responsibly.
• Experience with a marketplace, fintech, e-commerce, or technology company is an advantage.

How Success Will Be Measured:

• Response and resolution times.
• Customer satisfaction and support quality.
• Accuracy of information and records.
• Appropriate handling and escalation of customer issues.
• Reliability and accuracy of administrative work.
• Useful customer insights shared with the wider team.

Why Join Us

• Shorter Fridays: Work starts at 10:00 a.m.
• 45-minute paid lunch break.
• No routine overtime.
• One paid birthday leave day each year.
• Extended Christmas and New Year break, typically from 24 December until around 3–4 January, in addition to annual leave.
• Opportunity to grow with SeekProv as the company expands.