Customer Support Agent

Job Description

REQUIREMENTS

• Minimum 1 year of customer support experience, preferably in fintech, crypto, or digital payments (non-negotiable).
• Personal experience using crypto trading or gift card platforms (as a user counts).
• Strong written English. Clear, concise, and professional.
• Comfortable using helpdesk tools and managing multiple conversations simultaneously.
• A reliable internet connection and a functional laptop or computer.
• Punctual and dependable, and comfortable with shift-based work, including weekends and public holidays during the launch period.
• Patient and composed under pressure. Users with money issues can be intense.

Strongly Preferred:

• Experience with Gleap, Freshdesk, Intercom, Zendesk, or similar support platforms.
• Background at a Nigerian fintech (Quidax, Yellow Card, Busha, Roqqu, Bitnob, or Jeroid) or similar crypto/payments platform.
• Active in crypto, fintech, or Web3 communities.
• Prior shift-based remote work experience.

RESPONSIBILITIES

Ticket Handling & Multi-Channel Response:

• Handle inbound tickets across in-app chat, email, WhatsApp, Telegram, Instagram DMs, X DMs, and Play Store reviews.
• Maintain expected daily volume during your shift (typically 30 to 60+ tickets at full launch).
• Respond within SLA targets set by the lead (response time, resolution time).
• Use canned responses correctly while still personalising where needed.
• Maintain unified inbox discipline so users get one consistent response, not duplicate or contradictory replies.

Crypto Transaction Support:

• Help users with deposit and withdrawal status checks.
• Troubleshoot failed transactions (insufficient gas, wrong network, network congestion).
• Explain confirmations, network differences (TRC20 vs ERC20 vs BEP20 vs SOL), and timing.
• Handle swap failures and rate questions.
• Guide users away from common mistakes (sending to the wrong network or wrong address).

Gift Card & Utility Bill Support:

• Handle status inquiries on pending gift card trades.
• Explain rate calculations and payout timing.
• Resolve failed bill payments (wrong meter number, network issues, provider downtime).
• Handle double-charge claims and refund queries.
• Manage initial conversations on disputed transactions and escalate as needed.

Wallet Support:

• Explain the difference between NGN Wallet and KWallet to users.
• Walk users through wallet transfers, balance checks, and conversion processes.
• Troubleshoot delayed credits and reversed transactions.
• Guide users through funding their wallet via Kora Pay and other supported channels.

KYC, Account & Security Support:

• Guide users through Tier 1, 2, and 3 KYC verification.
• Help with document re-submissions and explain rejection reasons.
• Handle password resets, 2FA setup and recovery, and device changes.
• Resolve login issues and account access problems.
• Coach users on basic security hygiene (phishing awareness, never sharing OTPs, scam recognition).

Escalation & Internal Coordination:

• Know what must be escalated and what can be resolved at the agent level.
• Provide clean handoffs to the Support Lead with full ticket context (no re-explaining required).
• Tag tickets correctly so compliance, finance, or engineering can act fast.
• Follow up on escalated tickets so users are kept informed.

Knowledge Base Contribution & Documentation:

• Document recurring user issues with clear notes for the Lead.
• Suggest improvements to FAQ articles and canned responses.
• Flag bugs, UX problems, and confusing flows.
• Contribute to ongoing knowledge base updates.

Quality, Tone & SLA Adherence:

• Maintain a professional, calm, on-brand tone in every interaction, especially with frustrated users.
• Follow established response templates and approval workflows.
• Show up on time for assigned shifts and cover handoffs cleanly.
• Meet personal KPIs: response time, resolution rate, CSAT, escalation accuracy.
• Participate in weekly calibration sessions and accept QA feedback constructively.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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