Remote Customer Service jobs

Customer Support Specialist

Job description

Department: Customer Support.

About the role

We are hiring Customer Support Specialists to provide first-line assistance to business software customers. You will respond to questions, troubleshoot standard problems and ensure requests reach the right team when specialist help is needed.

We are looking for clear communicators who investigate carefully, document actions and follow through. You will work an agreed schedule supporting international customers and collaborate with technical support, onboarding, account managers and Finance.

Key responsibilities

Monitor assigned channels and respond within agreed service expectations.

Verify customer identity and authority before sharing account details or performing account actions.

Gather the affected workflow, error information, timing and business impact.

Explain navigation, user administration, standard configuration and subscription features.

Apply approved troubleshooting guidance and confirm whether the issue is resolved.

Escalate complex problems with useful notes, evidence and attempted steps.

Route billing, onboarding and account-management requests to the correct owner.

Give realistic updates and follow up on open cases.

Maintain complete ticket histories and prepare clear shift handovers.

Identify recurring questions and suggest knowledge-base improvements.

Participate in product training and support quality reviews.

Handle customer information responsibly and escalate suspected misuse or security concerns.

Required qualifications and experience

Usually 1 to 3 years in software support, digital customer service or a comparable role.

Strong written communication and ability to explain steps clearly to nontechnical users.

Good listening, diagnostic questioning and attention to detail.

Familiarity with browser-based software, ticket systems and knowledge resources.

Ability to organise an assigned queue and remain professional with dissatisfied customers.

Confidence asking for verification and specialist help rather than guessing.

Reliable collaboration and availability for the agreed coverage schedule.

Preferred experience

B2B SaaS support, account administration and subscription-related enquiries. Additional languages relevant to customer demand are useful.

What success looks like

Handle standard enquiries accurately, maintain complete records and escalate appropriately. Customers receive clear next steps and promised updates, while sensitive account actions follow verification procedures.

How to apply

Submit your CV and a short example of resolving a difficult customer enquiry. Shortlisted candidates may complete a written support exercise.

Pay: ₦600,000.00 - ₦800,000.00 per month

Application Question(s):

• What customer support experience do you have, and which software products and ticketing tools have you supported?
• Describe a difficult customer problem you resolved. What questions did you ask and how did you verify the result?
• Write a short response to a customer who says, 'The system is not working,' but provides no further information.
• A caller asks you to change an account email urgently but cannot complete verification. How would you respond?
• What information would you collect before handing a technical issue to a specialist?
• How would you manage an unresolved ticket at the end of your shift when the customer is waiting for an update?
• You realise an earlier reply gave incorrect guidance. What would you do for the customer, the ticket record and the internal knowledge base?

Education:

• Undergraduate (Required)

Location:

• Lagos (Required)

Work Location: Remote