Customer Service Specialist

About the role

This is a full‑time Customer Service Specialist position based in Lagos. Our customers trust us with their money, and how we respond when something goes wrong determines whether they stay.

Key responsibilities

• Respond to customer queries across live chat, email, in‑app support and social media within agreed response times.
• Resolve first‑line issues such as registration, KYC/verification, deposits, withdrawals, bet settlement, bonuses and app usage.
• Investigate account and transaction queries accurately using back‑office tools before responding.
• Escalate complex cases – payment failures, settlement disputes, suspected fraud – to the appropriate team with complete documentation.
• Identify customers showing signs of gambling harm and apply responsible gambling procedures with care.
• Log all interactions, contribute to help‑centre articles and canned responses.
• Feed recurring customer pain points back to product and engineering teams.
• Support customers during peak periods such as major fixtures, promotions and launch campaigns.

Required profile

• 1–3 years of customer service experience in a high‑volume digital environment (betting, fintech, banking, telecoms or e‑commerce).
• Excellent written English and fluency in Nigerian Pidgin, with the ability to switch registers.
• Strong attention to detail when reviewing accounts and transactions.
• Calm, professional handling of frustrated customers, including on public social channels.
• Comfort working shifts – nights, weekends and public holidays – on a rota.
• Basic digital fluency across a helpdesk platform, back‑office tools and spreadsheets.
• Minimum OND/HND/Bachelor's degree in any discipline.

Required skills

• Experience with helpdesk/CRM tools such as Zendesk, Freshdesk or Intercom.
• Proficiency in spreadsheet software (e.g., Excel or Google Sheets).