Customer Support

• Own CX operational reporting and dashboards.
• Build automated reports using SQL, BigQuery, and Tableau.
• Administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller), including workflows, automations, bot flows, tags, and reporting.
• Drive CX automation and process improvement initiatives.
• Partner with Product and Engineering to resolve customer pain points and implement improvements.
• Lead weekly CX governance meetings and track action items to closure.
• Monitor CX KPIs / OKRs and identify improvement opportunities.

Customer Experience Optimization Specialist

• Frontline Communication & Ticket Management
• Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time.
• Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity.
• Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM.
• Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges.
• Live Session Monitoring & Rapid Recovery
• Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time.
• Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes.
• Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy).
• Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines
• Incident Documentation & Quality Assurance
• Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status.
• Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement.
• Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.

Client Support Specialist

• Build the shift schedule and on-call rotation so someone is always covering, evenings and weekends included, with named backups
• Run standups: yesterday's SLA hits and misses, every escalation reviewed, anything that slipped off-queue
• Onboard and certify new reps, nobody touches the live queue until they pass a drill-based certification
• Own the weekly quality audit and coach against the results
• Enforce the non-negotiables: no ticket, no work; every reply ends with a next step, owner, and time; SLAs run from ticket creation; nothing is called "handled" until it's verified
• Protect trust between tiers, a bad handoff that burns a CSM is a same-day fix
• Be the escalation point when a rep is unsure, and the backstop on the emergency path
• Keep the routing playbook and templates current as real issues teach you what's missing
• Own the support dashboard and bring it to the weekly operations review
• Surface trends early, if cancellations or a particular issue are climbing, you often see it first

Customer Support Team Lead

• Answer customer messages by email, chat, and phone, quickly and kindly
• Solve common questions yourself: billing, account status, how things work, document requests
• For bigger issues, pass them to the right team with clear notes so the customer never has to repeat themselves
• Handle urgent problems fast: know who to alert and keep the customer updated until it's fixed
• Always tell the customer what happens next and when
• Keep clear notes on every conversation

Customer Support Representative

• Provide timely and professional support to customers via email, troubleshooting issues with accuracy, empathy, and a high level of courtesy.
• Escalate insights and challenges effectively, sharing both positive outcomes and customer issues through the right internal channels while navigating multiple tools and platforms.
• Collaborate closely with the wider team to continuously improve the quality of our service and ensure a seamless customer experience.
• Participate actively in weekly team meetings, sharing feedback and helping implement improvements based on real customer interactions.
• Identify trends and recurring patterns in customer inquiries, proactively recommending improvements to processes, product features, or customer education materials.

Customer Support Associate

• Own the capability of our in-house and BPO agent teams
• Onboarding new hires
• Diagnosing performance gaps and building learning content
• Work closely with Team Leaders and Quality Assurance
• Translate business changes, new products, and process improvements into practical training

Customer Support jobs in Nigeria

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Customer Experience Optimization Specialist

Client Support Specialist

Customer Support Team Lead

Customer Support Representative

Customer Support Associate

Customer Care Trainer