Customer Success Associate (Nigeria)

Job Summary
We are seeking a Customer Success Associate with 3+ years of experience to handle client communications, appointments, and follow-ups across phone, email, and chat. The role includes managing inquiries within SLA, AR/AP tasks, and maintaining accurate CRM records. The ideal candidate is organized, empathetic, and skilled with tools like Google Sheets, Slack, Zoom, and CRM platforms to deliver exceptional customer experiences.

Core Tasks:

• Monitor multiple phone lines and inboxes to assist customers and escalate as needed
• Book appointments, schedule followups, and solicit feedback and reviews on services
• Manage AR/AP tasks including following up on invoices
• Consult with clients over phone, email, and chat to help accomplish their goals
• Manage customer followup and follow-through in the CRM
• Handle customer inquiries with a <1 hour SLA time
• Gather product knowledge to properly educate customers
• Build out role-related SOPs and FAQs for faster and more accurate responses
• Make callbacks to previous clients to collect feedback
• Assist with other tactical tasks as needed

• 3+ years experience as a customer success associate
• Well organized with a positive attitude and problem solving skills
• Exceptional and empathetic verbal and written English communication skills
• Basic - intermediate skills with Google Sheets/ Excel for basic reporting
• 1+ years experience with professional CRM / helpdesk tools like Gorgias (or similar)
• Familiarity with slack and Zoom for internal team coordination / communication
• Ability to work full-time CST

• 1+ years experience with Monday (or similar project management tool)