Customer Support Specialist (Remote, Nigeria)

About the role

SeekProv is launching its marketplace in Owerri and needs an empathetic, organised, tech‑savvy Customer Support Specialist to assist users across Nigeria. You will provide fast, friendly, and accurate help through live‑chat while identifying recurring issues to improve the platform.

Key responsibilities

• Respond to live chats and support tickets via the tawk.to platform.
• Guide Seekers and Providers through registration, verification, service listings, bookings, and platform features.
• Resolve enquiries related to accounts, login, messaging, payments, cancellations and refunds.
• Troubleshoot basic app issues and gather details before escalating technical problems.
• Handle complaints and disputes calmly, fairly and professionally.
• Escalate suspected fraud, safety concerns, payment problems and serious disputes promptly.
• Use approved AI tools to draft responses, summarize conversations and improve support efficiency.
• Review AI‑generated responses for accuracy, tone and privacy before sending.
• Maintain accurate records of conversations, actions and outcomes.
• Identify recurring customer problems and share feedback with product and operations teams.
• Help improve support templates, FAQs and automated responses.

Required profile

• At least 3 years of customer service or support experience.
• Strong written and verbal English communication skills.
• Ability to work independently in a remote environment.
• Reliable computer, stable internet connection and a suitable workspace.
• Commitment to confidentiality and secure handling of customer information.

Required skills

• Proficiency with live‑chat and ticketing platforms such as tawk.to.
• Comfortable using AI tools like ChatGPT for drafting responses.
• Basic technical troubleshooting of mobile apps and web dashboards.

What we offer

• Full‑time remote position (Monday‑Friday, 9 am‑5 pm).
• Annual salary between ₦1,200,000 and ₦2,400,000.
• Opportunity to shape the customer experience for a fast‑growing marketplace.