Customer Service Specialist

About the Role

CHRIVON is looking for a dedicated Customer Service Specialist to join our dynamic team in Lagos, Nigeria. Founded in 2021, we build world-class software tailored for African markets, powering cross-border fintech, verified marketplaces, real estate ecosystems, and food tech systems across 25+ countries. In this full-time, on-site role, you will be the voice of our brand, ensuring our users receive exceptional support and seamless product experiences.

• Support customers across live chat, email, phone, WhatsApp, and in-app messaging platforms.
• Troubleshoot technical issues, track bugs, and escalate them efficiently to the product and engineering teams.
• Measure and improve customer satisfaction metrics including CSAT, NPS, and CES.
• Create and maintain clear knowledge base articles, FAQs, and help documentation.
• Support customer onboarding, training, and overall product adoption.
• Handle escalations from users with empathy, professionalism, and effective problem-solving skills.
• Collaborate with internal teams to share customer feedback and drive continuous process improvements.

• 2+ years of customer support or customer experience experience, preferably within SaaS, web, mobile, or ERP environments.
• Proficiency using modern CX platforms such as Zendesk, Freshdesk, Intercom, or HubSpot Service Hub.
• Exceptional phone etiquette and strong verbal and written communication skills in English (French or Spanish is an added advantage).
• Strong troubleshooting, attention to detail, and escalation management abilities.
• Ability to work flexibly, including shifts, weekends, or on-call rotations across time zones.
• A tertiary qualification in business, communications, or a related field is an advantage.

• Competitive salary and performance-based incentives.
• Opportunities for rapid career growth in a fast-paced pan-African product studio.
• Health insurance and wellness benefits.
• A collaborative, innovative, and inclusive work culture in the heart of Lagos.

Skills