Customer Success Associate (Technical Based)

Company Name: GemCommerce

Job Description:

• Address customer inquiries and issues by following established guidelines and protocols, escalating more complex issues as needed
• Diagnose, troubleshoot and provide technical support to resolve customer’s issues related to the product or services via live chat
• Utilize internal tools to conduct technical walkthroughs and demos to assist customers in navigating and following instructions to solve the issue and use the product efficiently
• Document the case information & update the Product Knowledge base for both customers and internal teams
• Identify opportunities for upselling or cross-selling based on customer needs and goals
• Working time (UTC+7): Sunday to Thursday (09:00 PM – 06:00 AM) or Tuesday to Saturday (09:00 PM – 06:00 AM)

You Have…

• English: C1 level (CEFR) or equivalent to IELTS 7.0
• At least one of the following criteria: a minimum of 1+ years’ experience with Shopify, HTML & CSS, UI/UX, or experience with page builder products or similar tools in SaaS/E-commerce.
• This position is available for candidates working as product designers, web designers, web developers, etc. without customer support experience
• Good CS Mindset/Skillset: the ability to calm & handle customers in difficult/urgent/critical situations, prioritize different customer support level
• Excellent interpersonal skills and ability to develop relationships with all personality types.
• Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.

We offer

• Salary range: Negotiate
• Professional product and Customer Success skills training.
• Working directly with foreign customers and colleagues, leverage your Business English Communication skills.
• Work remotely

Why you’ll love working here

• Learn product-thinking and customer-centric mindset.
• Collaborative and supportive environment
• Young and passionate colleagues
• Professional and creative office view
• Clear & Scientific Agile Framework on the whole company workflow & culture.
• Deliver a top-notch customer experience which helps customers maximize their benefits
• Become an expert with in-depth knowledge of world-class products and services
• Own valuable customer relationships in one of the fastest thriving industries.

Job Type: Full-time

Pay: Up to ₦1,100,000.00 per month

Location: Lagos

Job Posted: 13th May 2025