Customer Support Specialist

Company Name: Bujeti (YC W23)

Job Description:

As a Customer Support Specialist , your mission is to ensure our users feel supported, heard, and empowered at every step of their journey. You’ll be at the crossroads of support, success, and product feedback, working closely with both clients and internal teams. Your responsibilities will include:

Customer Support (Reactive)

• Respond to customer inquiries via email, chat, or phone in a clear, friendly, and efficient manner
• Troubleshoot issues related to our platform or services and guide users through solutions
• Escalate technical issues to the appropriate internal teams and follow up to ensure resolution
• Maintain and update internal knowledge base and support documentation
• Identify recurring pain points and share insights with the product and engineering teams
• Keep calm and professional in high-pressure or sensitive situations — even when users are frustrated

Customer Success (Proactive)

• Build relationships with clients by understanding their goals, usage patterns, and expectations
• Proactively reach out to key accounts to ensure satisfaction, encourage engagement, and prevent churn
• Gather feedback and share actionable insights to improve our service and user experience
• Assist in onboarding new clients and guiding them through first use or setup
• Collaborate with sales, product, and marketing teams to support strategic initiatives (like upsells, feature adoption, etc.)
• Champion the voice of the customer internally — advocate for their needs and ideas

? What We’re Looking For

• 2–3 years of experience in customer support or a similar role
• Ideally, experience in fintech, banking , or a fast-paced digital environment
• Bright and resourceful : You think on your feet and don’t wait to be told what to do
• A strong communicator : You write clearly and professionally, and know how to structure a report or a customer note
• Analytical mindset : You can digest information, research effectively, and spot patterns
• Emotionally intelligent : You know how to manage conversations, even the tough ones
• Calm under pressure : Stress doesn’t throw you off — you stay focused and solution-oriented
• Curious and proactive : You ask the right questions and dig deep to understand root causes
• Solution-driven and autonomous : You take initiative and make things happen without hand-holding
• Customer-first attitude : You genuinely care, you advocate for users, and you fight for a better experience
• Creative thinker : You bring ideas to improve processes and enrich the customer :
• A short 2-minute video (you can record it with your phone or laptop) introducing yourself and telling us why this role excites you.
• A link to your LinkedIn profile .

That’s it. We can’t wait to meet you.

Job Type: Full time

Location: Nigeria

Job Posted: 21st May 2025