Customer Support Specialist - Remote (Nigeria)

About the role

SeekProv is launching its marketplace in Owerri and needs a remote Customer Support Specialist to assist users across Nigeria. You will be the first point of contact for seekers and providers, ensuring fast, friendly, and accurate help through the tawk.to platform.

Key responsibilities

• Respond to live‑chat messages and support tickets via tawk.to.
• Guide users through registration, verification, service listings, bookings and platform features.
• Resolve enquiries related to accounts, logins, messaging, payments, cancellations and refunds.
• Troubleshoot basic app issues and gather details before escalating technical problems.
• Handle complaints, disputes and sensitive cases calmly and professionally.
• Escalate suspected fraud, safety concerns, payment problems and serious disputes promptly.
• Use AI tools (e.g., ChatGPT) to draft responses, summarize conversations and improve efficiency.
• Review AI‑generated replies for accuracy, tone and privacy before sending.
• Maintain accurate records of conversations, actions and outcomes.
• Identify recurring problems and share feedback with product and operations teams.
• Contribute to improving support templates, FAQs and automated responses.

Required profile

• Minimum 3 years of customer service or support experience.
• Strong written and verbal English communication.
• Ability to work independently in a remote environment.
• Reliable computer, stable internet connection and a suitable workspace.
• Experience with marketplace, fintech or e‑commerce platforms is a plus.

Required skills

• Proficiency with live‑chat and ticketing software such as tawk.to.
• Experience using AI tools like ChatGPT for drafting responses.
• Good understanding of mobile apps, web dashboards and basic technical troubleshooting.

What we offer

• Competitive yearly salary ranging from ₦1,200,000 to ₦2,400,000.
• Fully remote work from anywhere in Nigeria.
• Opportunity to shape the support function of a fast‑growing marketplace.