User Acquisition & Support Specialist

About the role

SmallWorld is a social platform focused on meaningful connections, conversations and community engagement. It is looking for a proactive, results-driven User Acquisition & Support Specialist to grow its active user base and provide excellent user support. The role combines acquiring new users, helping them get on board, handling user enquiries and feeding feedback to the product and engineering teams.

Key responsibilities

• Develop and run acquisition plans through community outreach, referrals, partnerships, campus networks and online communities.
• Identify relevant audiences and communicate the value of joining SmallWorld.
• Build relationships with community leaders, creators, ambassadors and organisations that can support growth.
• Help new users complete onboarding, discover features and start using the platform.
• Test acquisition approaches and improve the channels that bring active, retained users.
• Provide weekly reports on results, challenges and next steps.
• Respond promptly and professionally to user enquiries, assist with registration, account access and basic troubleshooting, and record support cases.
• Escalate technical issues, share recurring complaints and suggestions with product and engineering, and help maintain FAQs and onboarding materials.

Required profile

• Experience in user acquisition, community growth, digital marketing or customer support.
• Evidence of having attracted users or grown an online community.
• Strong communication, relationship-building and problem-solving skills.
• Confidence approaching potential users, communities and partners.
• Ability to work independently, meet targets and report results accurately.
• Experience with a consumer app or social platform is an advantage.

Required skills

• Familiarity with social platforms, spreadsheets, analytics and customer support tools.

Performance measures

• New users acquired through trackable activities.
• Users who complete onboarding and take meaningful actions such as posting, commenting or connecting.
• User retention after 7 and 30 days.
• Cost per activated user, where a marketing budget is provided.
• Support response times, resolution quality and user satisfaction.

Applications are made through LinkedIn with a CV and a brief note explaining how you would help grow SmallWorld and support new users. Salary is N80,000 to N150,000 per month depending on experience and proven ability to acquire and retain active users.