Customer Support Associate at Duplo

About Duplo

Duplo is a Lagos-based fintech startup that enables businesses in Africa to digitize their receivables and payables, reduce time-to-cash, lower transaction costs, and generate more revenue from their business customers.

We want to make B2B payments as simple as P2P payment apps. Most business payments in Africa are made offline….yikes. We are on a mission to transform this. We are backed by top investors including Tribe Capital, Commerce Ventures, Liquid2 Ventures, Basecamp Fund, Soma Capital, YCombinator, Oui Capital, and others.

This is a unique opportunity. You’ll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that will impact millions.

Responsibilities- Customer Support Associate

Resolve inquiries or brief the appropriate department to complete the inquiry
Troubleshoot and resolve minor technical-related issues and concerns
Manage, record, and track customer issues, product feature enhancement requests,
Provide personalized support to enterprise/high-value customers and be willing to go the extra mile to ensure customer satisfaction
Manage inbound channels, like emails, live chat, WhatsApp chat, calls, etc, and ensure such communication is tracked on Hubspot
Document and update merchant records based on interactions in our CRM database and/or manual sheets
Develop and maintain a knowledge base of the evolving merchant-related issues, equipment, and services
Communicate with internal departments to provide an efficient workflow to handle both merchant and technical-related issues.
Identify problems and become an agent of change
Develop market specialization to deliver knowledge to our customers and maintain a close relationship with them
Be a customer advocate, identify trends in customer issues with the product, and ensure measures are being put in place to avoid such issues
Adopt a proactive approach to customer experience management

Technical & Professional Requirements- Customer Support Associate

Minimum of 3 years of experience in a customer-facing role (customer service, customer support account executive, relationship manager)
Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders
Strong desire to help build and solve problems – you get excited by new challenges and using technology to overcome them
Good knowledge of managing and tracking support metrics manually and with automation
Good understanding of CRMs such as Freshdesk, Hubspot
Highly collaborative, over-communicative, and have a team mentality, a self-starter with a customer-centric mindset
Excellent relationship-building skills, ability to become a trusted advisor
Represent customer needs to the product and development teams
Plus – experience in fintech, particularly payments