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Social Media Customer Support Representative

Customer SupportFull-time Lagos, Remote

Who we are

Cleva, a YC-backed company, is on a mission to enable Africans across the world to effectively manage their money and build wealth. This mission starts by enabling Africans to easily receive their salaries and payment for their work without overspending on fees. It then scales towards enabling them to easily pay bills, spend, and grow their money over time.

In a world where African currencies are fluctuating and getting devalued, it is paramount to preserve wealth. This problem applies to individuals and businesses on the continent, Cleva is on a mission to solve this by providing Africans with the flexibility to hold, grow, and move money in their preferred currencies.

It’s only Day 1 at Cleva with an excitingly significant amount of work towards our mission. This presents an unprecedented opportunity for you to build the best banking platform for Africans globally while having the greatest impact of your career.

What you’ll do

As a Social Media Customer Support Representative, you will manage our customer interactions across social media platforms. The ideal candidate will excel in communication, have a knack for problem-solving, and possess a passion for fintech. In this role, you will be the voice of our company on social media, ensuring that our customers receive timely and effective support.

  • Monitor social media channels (e.g., Twitter, Facebook, Instagram, LinkedIn) for customer inquiries, feedback, and issues.
  • Respond to customer queries promptly and professionally, providing accurate information and solutions.
  • Escalate complex issues to the appropriate internal and external teams while ensuring the customer is kept informed throughout the resolution process.
  • Collaborate with the marketing and product and engineering teams to stay informed about new products, features, and updates that may impact customers.
  • Identify common customer issues and work with the team to develop proactive solutions and FAQs.
  • Maintain a positive and empathetic attitude towards customers at all times.
  • Stay up-to-date with industry trends and best practices in social media customer support.
  • Onboarding and verifying customers by reviewing their submitted documents.

Who you are

  • Bachelor’s degree in Communications, Marketing, Business, or a related field is preferred and must have completed NYSC.
  • Basic understanding of fintech and a willingness to learn about our products and services.
  • Proven experience as a Social Media Customer Support Representative in a fintech.
  • Strong communication skills, both written and verbal, with the ability to convey information clearly and concisely.
  • Familiarity with social media platforms and customer support tools (e.g., Intercom).
  • Excellent problem-solving skills and attention to detail.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Customer-focused mindset with a passion for providing exceptional service.

What we offer

  • Competitive salary and benefits package (Pension and HMO).
  • Opportunity to work in an innovative and collaborative startup environment.
  • Professional development and growth opportunities.
  • Be part of a team that is passionate about making a difference in the financial industry.

Interested?

Please click on this link to apply.

We’ll review your answers and resume, and follow up with you shortly.

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