Senior Customer Support Representative

Who we are Chowdeck is an on-demand delivery service for Africa. We deliver food, medicine, groceries and other packages seamlessly while providing customers with a platform to order from their favourite vendors. At Chowdeck, we deeply value growth, excellence, speed, and empathy. Our team is a tight-knit group of creative problem solvers who are smart, kind, and committed to helping each other grow. Where you come in We’re looking for an experienced Customer Support Specialist to join our team. In this role, you’ll be the go-to person for complex customer issues, ensuring smooth resolution of escalations while mentoring junior support reps and driving improvements in our support processes. A significant part of this role involves handling customer, vendor, and rider interactions over the phone . You should be comfortable making and receiving a high volume of calls, speaking confidently with different stakeholders, asking the right questions to understand an issue, and taking ownership of situations until they are resolved. You’ll combine deep product knowledge with excellent problem-solving and verbal communication skills to deliver delightful and empathetic service to customers, vendors, and riders. Beyond handling escalations, you’ll also play a key role in identifying recurring issues, collaborating with other teams to fix root causes, and raising the bar for what great support looks like at Chowdeck. This isn’t your typical support job. It’s fast-paced, demanding, and will often mean working late evenings, weekends, or holidays to keep our customers and partners happy. You’ll need to be comfortable switching between chats, calls, emails, and other support channels while managing multiple urgent issues at once. But if you’re resilient, empathetic, confident on the phone, and eager to grow, this is a chance to build a career in customer experience and operations at scale. You’ll gain exposure to how tech-driven companies run, work closely with seasoned operators, and develop the skills that can propel you into future leadership roles. This role is perfect for someone who has mastered frontline support and is ready to step up into a more influential position while still staying close to customers. Your mission, should you choose to accept it Act as the first point of escalation for junior customer support reps when they encounter complex or sensitive issues. Handle a high volume of inbound and outbound calls with customers, vendors, and riders, communicating clearly and professionally while working toward quick and effective resolutions. Resolve customer issues via phone calls, chat, email, and social media , maintaining a friendly, professional, and empathetic tone across every channel. Take ownership of phone-based escalations by investigating issues, coordinating with relevant teams, and following through until resolution. Handle priority customer cases, including high-value vendors, escalated rider/vendor disputes, and time-sensitive delivery issues. Develop expertise across our systems and processes, becoming a subject-matter expert others rely on. Coach, mentor, and support other support agents, including reviewing chats, emails, calls , and giving feedback. Track and analyze customer pain points, flagging patterns and collaborating with product, operations, and vendor teams to design solutions. Ensure CSAT scores remain high by setting the tone for excellent communication and empathy. Contribute to and maintain Chowdeck’s knowledge base and support documentation, keeping resources current and useful. Manage process documentation, onboarding, and regular training to make support more effective. Support Vendor/Rider Operations in meeting vendor/rider partner needs through excellent communication and issue resolution. Escalate complex order issues to the appropriate teams when necessary, ensuring no issue is left unresolved. Contribute to creating a culture of empathy, speed, and ownership in the support team. Take on side projects to improve customer experience, such as testing new support tools or piloting workflow changes. You’re perfect for the role if you: Have 3–5 years of proven experience in customer support , preferably in e-commerce, logistics, fintech, mobility, or other high-volume customer-facing environments. Are comfortable handling a high volume of phone calls , including both inbound and outbound calls. Communicate clearly, confidently, and empathetically over the phone , especially when dealing with frustrated or difficult customers. Have prior experience with customer support tools and their workflows (e.g., Intercom, Zendesk, or similar). Have a strong track record of handling escalations and difficult customer situations with empathy and professionalism. Are comfortable switching between calls, chats, emails, and other support channels throughout the day. Are a natural coach who enjoys helping others grow and succeed. Are analytical and can spot patterns in customer complaints to suggest operational improvements. Are resilient and able to perform under pressure when dealing with urgent issues. Are detail-oriented but also able to step back and see the bigger picture. Take ownership of customer issues and are willing to make the calls and follow-ups required to get problems resolved. Thrive in a fast-paced, high-growth startup environment where every day brings new challenges. We’ll be extra impressed if you have: A background in tech startups or similar fast-growing companies where processes evolve quickly. Experience working in food delivery, logistics, or other on-demand service industries. Experience in a high-volume phone-based customer support or contact centre environment . Experience handling complex customer issues primarily through phone conversations. Experience contributing to or maintaining a knowledge base or support documentation. A track record of mentoring or coaching junior support agents. Beyond the paycheck, Chowdeck employees get: Full medical coverage MacBook Pro for your work Career development opportunities, including mentorship and potential progression into leadership roles Smart, kind colleagues invested in your growth Lunch allowance Housing Assistance Specific benefits, allowances, and coverage may vary by country or city in line with local regulations and market practices. Chowdeck is an equal-opportunity employer and prohibits discrimination and harassment of any kind. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, or age.