Bumpa is building the future of commerce in Africa by helping businesses start, run, and grow more easily. At Bumpa, our merchants are at the heart of everything we do. As a Bumpa Specialist, you’ll be one of the first and most important touchpoints in their journey, helping them navigate the platform, resolve issues quickly, and get the support they need to run and grow their businesses with confidence. This role is focused on delivering clear, timely, and helpful support across key merchant touchpoints while contributing to overall merchant satisfaction, trust, and long-term success on the platform. You will support merchants across multiple channels, including phone, live chat, email, WhatsApp, and social media, helping them solve everyday challenges and making their experience with Bumpa as smooth as possible. Beyond responding to questions, you will play an important role in improving the quality of the merchant experience. You’ll identify recurring issues, document useful feedback, and work closely with internal teams to help improve support processes and the product itself. You’ll thrive in this role if you are a strong communicator, tech-comfortable, detail-oriented, proactive, and genuinely interested in helping small business owners succeed.
Job Details
Merchant Support & Issue Resolution
- Serve as a primary point of contact for merchants across live chat, phone, email, WhatsApp, and social media.
- Respond to merchant inquiries promptly with clear, accurate, and helpful information.
- Support merchants with common issues such as product uploads, order management, store setup, and basic payment-related questions.
- Follow internal processes and support guides to troubleshoot and resolve issues efficiently.
- Escalate more complex or technical issues to the relevant teams while keeping merchants informed of progress.
- Take ownership of merchant issues and ensure they are fully resolved or properly handed over.
Customer Experience & Satisfaction
- Deliver fast, friendly, accurate, and consultative support to merchants.
- Maintain high customer satisfaction, strong response times, and strong first-contact resolution.
- Understand merchant needs and tailor support based on their business type and use case.
- Collect merchant feedback and share insights that can improve the product experience and merchant journey.
Documentation & Knowledge Management
- Contribute to Bumpa’s Help Center by creating and updating FAQs, tutorials, and support guides.
- Maintain accurate ticket notes and merchant histories in the CRM or support dashboard.
- Identify recurring issues and work with Product and Engineering teams to support long-term solutions.
Collaboration & Internal Communication
- Liaise with Sales, Account Management, and Engineering teams to resolve cross-functional merchant issues.
- Share customer insights, recurring pain points, and feature requests to help inform improvements.
- Actively participate in weekly support reviews to evaluate performance metrics and identify opportunities for improvement.
What Success Looks Like
- Merchants consistently receive fast, clear, and reliable support across all assigned channels.
- Customer satisfaction, response time, and first-contact resolution metrics are maintained at a strong level.
- Merchant issues are resolved efficiently, with appropriate escalation and follow-through where needed.
- Merchant pain points, recurring issues, and feedback are documented clearly and shared with the relevant teams.
- Help Center content and internal support documentation are improved to reduce repeated issues and support better self-service.
- The specialist builds strong product knowledge, shows ownership in handling merchant concerns, and becomes a dependable frontline representative of the Bumpa experience.
Requirements
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
- 0–2 years of experience in customer support, customer service, or another customer-facing role, including internships.
- Strong verbal and written communication skills, with the ability to explain things clearly and simply.
- Comfortable supporting customers across multiple channels, including email, phone, live chat, and social media.
- Basic problem-solving skills and strong attention to detail.
- Tech-savvy, with the ability to quickly learn new tools and systems.
- Good organizational skills and the ability to manage multiple conversations at once.
- Positive attitude, reliability, and willingness to learn in a fast-paced environment.
- Self-motivated, adaptable, and able to thrive in a startup environment.
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We’re looking for a proactive and detail-oriented CX Enablement Specialist to join our team. This role focuses on ensuring our success team has clear, accurate knowledge and up-to-date training. This is a metrics-driven, impact-focused role where success is measured by how effectively you improve team performance, elevate ticket quality, and reduce friction across support operations. You’ll play a key role in keeping processes clear, documentation reliable, and the team confident in delivering high-quality customer interactions. You will own the external Help Center, ensuring content is simple, useful, and easy for customers to navigate. Internally, you’ll support team readiness by training new hires and keeping the team up to date on product releases, updates, and workflows. You will also support quality assurance by reviewing customer interactions, identifying gaps in tone, resolution and accuracy, and feeding insights back into training, content, and process improvements. You’ll act as a bridge between insights and execution, turning customer and team feedback into improvements across documentation, team training, and processes.
Job Details
Knowledge Base & Content Ownership
- Own and maintain the external Help Centre and internal support documentation, including macros, workflows, and SOPs.
- Ensure knowledge content is accurate, up-to-date, and easy for the team to apply.
- Identify recurring gaps in documentation and proactively close them.
- Partner with Product and other relevant teams to reflect new changes in support content.
Training & Team Enablement
- Support onboarding and ramp-up of new Representatives and team members.
- Develop lightweight training materials, guides, and refreshers for the team.
- Run coaching sessions and workshops on key topics (tone, policies, workflows).
- Ensure consistent understanding and execution across shifts and agents.
Quality Assurance
- Conduct regular ticket quality reviews to ensure adherence to tone, accuracy, promptness and standards.
- Surface coaching opportunities and quality trends to Leads and Managers.
- Help define and improve QA processes as the team scales.
Continuous Improvement & Feedback Loops
- Identify recurring customer pain points and operational inefficiencies.
- Share insights and recommendations for improvement with CX Leadership.
- Contribute to process improvements that increase both efficiency and customer experience.
- Stay close to real support work by handling a small number of tickets when needed.
Expected Outcomes
- Support documentation is reliable, clear, and consistently used by the team.
- New hires ramp faster with stronger confidence and fewer repeated mistakes.
- Ticket quality improves over time, with consistent tone and decision-making.
- QA insights translate into coaching, training, and operational improvements.
- CX Leaders spend less time correcting basics and more time leading strategically.
Requirements
- Bachelor's degree in any field (relevant experience a plus)
- Strong technical knowledge and understanding of e-commerce or similar platforms
- Excellent critical thinking, organisational and problem-solving skills
- Exceptional written and verbal communication skills, with an eye for tone
- Comfortable with data: reading dashboards, spotting trends, and proving a change actually worked
- Confidence facilitating a room of mixed-seniority colleagues
- Calm and professional demeanour under pressure
- Empathy, patience, and a track record of exceeding expectations
- Experience in a QA, training, knowledge management or customer support role (preferred)
- Passion for helping other people get better at their jobs
- Ability to build strong working relationships quickly across teams
- Metrics-driven mindset with a proven ability to meet and exceed performance goals.
- Interested in building a career with a growth-oriented company
- Familiarity with tools like Freshdesk, CRM software, Slack, and Google Suite is a plus.
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