Customer Support Specialist – Remote (Nigeria)

About the role

SeekProv, a local services marketplace expanding into Nigeria, is looking for a remote Customer Support Specialist to assist both seekers and providers. The role involves delivering fast, friendly, and accurate help through the tawk.to platform while identifying recurring issues to improve the overall experience.

Key responsibilities

• Respond to live chats and support tickets via tawk.to.
• Guide users through registration, verification, service listings, bookings, and platform features.
• Resolve account, login, messaging, payment, cancellation, and refund inquiries.
• 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 AI tools (e.g., ChatGPT) to draft and summarize responses, reviewing them for accuracy and tone.
• 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 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.
• Comfort using AI tools like ChatGPT for drafting responses.
• Basic 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 support processes in a fast‑growing startup.