Customer Support Officer at Ivorypay

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.