Description

Job Title: Customer Support Associate

The  Customer Support Associate will be the first line of contact for customers on Duplo’s Spend and DuploPay platforms. They will be responsible for timely support, onboarding, and education of customers to best utilize Duplo’s solutions. This specialist shall troubleshoot problems, educate customers on best practices, and work with internal teams to drive customer satisfaction and efficiency in running the platform.

Responsibilities:

Customer Engagement and Support

• Inbound customer inquiries are to be handled via email, chat, and phone.
• Troubleshoot platform issues; escalate complex problems to either Product or Engineering teams.
• Follow up to ensure timely resolution and satisfaction.

Customer Onboarding and Training

•   Guide new customers through the onboarding and setup of the platform.
•   Spend and DuploPay feature and functionality training.
•   Design and maintain easy-to-use support documentation and guides.

Collaboration with Internal Teams

• Share customer feedback and feature requests with Product and Engineering teams.
• Participate in cross-functional meetings to resolve customer pain points and improve processes.

Proactive Support and Insights 

• Keep track of customer usage metrics to identify areas where they can help avert problems and improve their lot.
• Report on recurring trends to minimize support calls and further improve the customer experience.

Reporting and Metrics

• Document all interactions within CRM and support systems in great detail.
• Analyze and report on support metrics inclusive of response time, resolution time, and CSAT scores.

Key Areas of Expertise and Competencies:

Key Areas of Expertise

• Strong understanding of expense management processes and payment platforms.
• Experience with SaaS platform support tools, for example, Freshdesk, Zoho.
• Knowledge of  APIs, integrations, and troubleshooting software connections is a plus

Essential Competencies

• Exceptional problem-solving and analytical skills.
• Excellent written and verbal communication, with the ability to simplify technical concepts.
• Empathy and customer-centric approach to relationships.
• Ability to multitask and set multiple priorities in a fast-paced environment.
• Collaborative mindset to work across cross-functional teams.

Technical & Professional Requirements:

 Education

• Bachelor’s degree in Business, Finance, IT, or any related field.

 Experience

• Minimum 4+ years in a customer-facing/support role, preferably within fintech or SaaS.
• Proven track record of customer issue resolution and relationship management.

Technical Proficiency

• Experience with ticketing and CRM tools such as Zendesk, Freshdesk, or Salesforce.
• Excel/Google Sheets for data analysis and reporting.

Industry Knowledge

• Knowledge of the Nigerian FinTech landscape in expense management and payment systems.

Other Skills

• Strong organizational skills and attention to detail.
• Flexibility in working across time zones to accommodate customers.

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