Ivorypay is a crypto payment gateway that enables businesses in Africa to get paid in stable cryptocurrency and leverage Defi and NFT for growth.
We are recruiting to fill the position below:
Job Title: Customer Support Officer
Location: Lagos
Job Type: Full-time
Role Overview
- This role is ideal for someone with strong communication skills, technical curiosity, and a passion for delivering exceptional customer experiences.
- You’ll handle real-time interactions, resolve user issues, support operational improvements, and work closely with cross-functional teams to ensure customer satisfaction at every touchpoint.
Key Responsibilities
- Provide prompt, professional support to users via email, live chat, phone, and social media.
- Troubleshoot wallet issues, payment delays, or account-related concerns.
- Escalate product or technical issues to the appropriate teams, ensuring fast resolution.
- Maintain accurate records of customer interactions and case resolutions using CRM tools.
- Identify recurring issues and contribute to the improvement of support workflows and self-help content.
- Stay updated on product changes and proactively share insights with customers.
- Act as an escalation point for sensitive user concerns, offering strategic guidance and resolution.
- Collaborate with internal teams to enhance FAQs, help centre articles, and internal support materials.
Requirements
- Minimum of 2 years of customer support experience, preferably in the Fintech space.
- Prior experience using CRM tools.
- Excellent written and verbal communication in English.
- Customer-first mindset with strong problem-solving skills.
- Ability to multitask and prioritize in a fast-paced, startup environment.
- Familiarity with blockchain concepts and digital wallets is an added advantage.
- Proficiency in Microsoft Office and strong attention to detail.
- Must be based in Lagos, Nigeria.
- Comfortable working in a hybrid setup (remote and onsite).
- Willingness to work shifts, weekends, or public holidays, when necessary.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their CV to: careers@ivorypay.io using the Job Title as the subject of the email.