Junior Associate – Customer Success (Hybrid)

About the role

Duplo is looking for a Junior Associate to join its Customer Success team in Lagos. You will help new and existing customers adopt Duplo’s banking‑as‑a‑service platform, ensuring a smooth onboarding experience and ongoing support.

Key responsibilities

• Lead onboarding and training calls using established playbooks, guiding customers through setup and early product usage.
• Act as the primary point of contact for inbound support via email and ticketing, troubleshooting issues and managing tickets in Zoho Desk.
• Monitor customer engagement signals, flag churn risks, and execute success playbooks across defined journeys.
• Support renewal and expansion activities for customers, tracking readiness and assisting in value conversations under guidance.
• Create and maintain knowledge‑base articles, documenting common issues and onboarding steps.
• Maintain accurate customer records in the CRM, logging interactions, milestones, and operational metrics.

Required profile

• Bachelor’s degree or equivalent.
• Strong communication skills and a customer‑focused mindset.
• Ability to work independently and collaborate with cross‑functional teams.

Required skills

• Experience with Zoho Desk or similar ticketing systems.
• Familiarity with CRM tools for tracking customer interactions.