About the Role
Commerce is evolving rapidly in Nigeria, and Bumpa is at the forefront, empowering merchants with the digital tools they need to sell, manage, and scale their businesses. As a Customer Support Specialist, you will be the vital first touchpoint for our business owners, ensuring they have a seamless experience on our platform. You will provide prompt, empathetic, and effective support across multiple channels including live chat, phone, email, WhatsApp, and social media. If you are passionate about helping small businesses succeed and thrive in a fast-paced tech environment, we want to hear from you.
Key Responsibilities- Serve as the primary point of contact for merchants, delivering fast and friendly support across live chat, phone, email, WhatsApp, and social media.
- Troubleshoot and resolve everyday merchant inquiries regarding product uploads, order management, store setup, and basic payments.
- Escalate complex technical issues to appropriate internal teams while maintaining clear communication with the merchant.
- Collect valuable merchant feedback and document recurring pain points to help improve the Bumpa product and support processes.
- Contribute to the company Help Center by creating and updating FAQs, tutorials, and self-service support guides.
- Collaborate cross-functionally with Sales, Account Management, and Engineering teams to drive long-term merchant satisfaction.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
- 0 to 2 years of professional experience in customer support, customer service, or a related customer-facing role.
- Exceptional verbal and written communication skills with the ability to explain complex concepts simply.
- Tech-savvy with the ability to quickly learn new support tools, CRMs, and internal systems.
- Strong organizational skills, extreme attention to detail, and the ability to manage multiple conversations simultaneously.
- A proactive, positive, and adaptable mindset suited for a fast-paced African tech startup environment.
- Competitive salary package with regular performance reviews.
- Opportunities for rapid career growth in Nigeria's booming tech and e-commerce sector.
- Comprehensive health insurance coverage.
- A collaborative, inclusive, and dynamic remote-friendly work culture.
- Continuous learning and professional development support.