Customer Support Specialist - Remote (Nigeria)

About SeekProv

SeekProv is a local services marketplace that helps people quickly find trusted service providers and helps skilled providers gain more visibility, trust, and customers.

We are launching in Owerri as our first Nigerian city and are looking for an empathetic, organised, tech-savvy, and highly communicative Customer Support Specialist to support our users.

Your Role

The Customer Support Specialist is responsible for the quality of support provided to SeekProv users. You are to ensure Seekers and Providers receive fast, friendly, and accurate assistance through tawk.to platform, while helping us identify recurring problems and improve the overall SeekProv experience.

Key Responsibilities

• Respond to live chats and support tickets through tawk.to.
• Guide Seekers and Providers through registration, verification, service listings, bookings, and platform features.
• Resolve account, login, messaging, payment, cancellation, and refund enquiries.
• Troubleshoot basic app issues and collect the necessary details before escalating technical problems.
• Handle complaints and deal with disputes calmly, fairly and professionally.
• Escalate suspected fraud, safety concerns, payment problems and serious disputes promptly.
• Use approved AI tools to draft responses, summarize conversations and improve support efficiency.
• Review all AI-generated responses for accuracy, tone and privacy before sending.
• Maintain accurate records of conversations, actions, and outcomes.
• Identify recurring customer problems and share useful feedback with the product and operations teams.
• Help improve support templates, FAQs, and automated responses.

Required Skills

• Strong written and verbal English communication.
• At least 3 years of customer service or customer support experience.
• Proficiency with live-chat and ticketing software, like tawk.to or similar.
• Comfortable using AI tools such as ChatGPT.
• Good understanding of mobile apps, web dashboards, and basic technical troubleshooting.
• Strong problem-solving, conflict-resolution, and organizational skills.
• Ability to handle customer information with confidentiality.
• Ability to work independently in a remote environment.
• Reliable computer, stable internet connection, and a suitable workspace.
• Experience supporting a marketplace, fintech, or e-commerce platform is an advantage.

Success Metrics: You will be measured by:

• First-response time
• Average resolution time
• Customer satisfaction
• Quality and accuracy of support provided
• Number of issues resolved without unnecessary escalation
• Proper handling of complaints, disputes, and sensitive cases
• Quality of technical and payment-related escalations
• Accuracy of support records
• Improvement of FAQs, templates, and automated responses
• Useful customer insights shared with the product and operations teams

Please upload only one PDF file containing both your CV and cover letter.

Please keep your cover letter to one page.

In your cover letter, briefly tell us:

• Why you're interested in this opportunity.
• Any relevant customer support or customer service experience you have.
• A specific example of how you solved a customer problem or handled a challenging situation.
• How you use AI tools to improve your work while ensuring the information you use is accurate and reliable.
• Why you think you'd be a great fit for this role and our team.

We value clear, thoughtful communication and want to hear your authentic voice. Please keep your cover letter genuine and avoid relying on AI to write it, as this may disqualify your application.