Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.
We are recruiting to fill the following positions below:
1.) Customer Success Representative
Location: Edo (Hybrid)
2.) Live Customer Support Team Lead
Location: North West (Remote)
3.) Cloud Infrastructure Engineer
Location: Lagos
1. Customer Success Representative
Location: Edo (Hybrid)
Employment Type: Contract
Job Summary
- The Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- The customer success representative is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customer’s experience can be further optimized based on analysis of the issue log or customer requests.
Responsibilities
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
Qualifications
- Bachelors Degree
- Proven customer support experience or experience as a Client Service Representative
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Must be a resident of Edo State, Nigeria
Click here to download the Editable CV Template here
2. Live Customer Support Team Lead
Location: Remote
Employment Type: Full time
Job Summary
- To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI.
- To be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds.
- As managers, they play a major role in hiring, training, and mentoring the customer success team.
- They are also in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.
Responsibilities
- Have a good understanding of the organization’s products
- Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Provide proactive strategy with their assigned customer accounts
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- As the Live Customer Support team lead, you’ll be responsible for line management of several Customer Support Officers. This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they, in turn, become Senior Customer Success Managers, able to work with our biggest or most complex customers.
Qualifications
- Bachelor’s Degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support, or Account Management
- Previous experience in a team leadership or supervisory role
- Possess strong phone, written, and verbal communication skills with excellent presentation skills
- Confident, high energy, self-motivated, and a true team player
- Experience working with senior and executive-level customer contacts
- Demonstrated ability and desire to work and excel in a fast-paced environment
- Excellent multitasking and project management skills
- Well-organized, with high attention to detail and the ability to prioritize
- Excellent communication skills
- Strong analytical and problem-solving abilities
- Proficiency in using customer support software and tools
- Proactivity
- Ability to handle escalated situations
- Strong organizational and time management skills
- Fluent in Hausa
- Has experience in leading a team
- Must reside in any of these states – Kano, Kaduna, Katsina, Kebbi, Jigawa, Sokoto, and Zamfara
Click here to download the Editable CV Template here
3. Cloud Infrastructure Engineer
Location: Lagos
Job Type: Full-time
Job Purpose
- We are seeking a skilled and highly motivated Cloud Infrastructure Engineer to join our dynamic team.
- As a Cloud Infrastructure Engineer, you will play a crucial role in designing, implementing, and maintaining our cloud infrastructure to ensure our systems’ scalability, reliability, and security. You will contribute in driving automation initiatives to support our development and operations teams.
- Your expertise in cloud technologies, automation, and infrastructure management will be instrumental in optimizing our cloud environment and supporting our organization’s growth.
Responsibilities
Cloud Infrastructure Design and Deployment:
- Design, deploy, and maintain cloud infrastructure solutions, using best practices industry standards and adhering to security guidelines.
- Collaborate with cross-functional teams including development, operations, and security to assess requirements and design scalable cloud architectures and resolve issues.
Monitoring and Performance Optimization:
- Knowledge of monitoring solutions to track the performance, availability, and security of cloud infrastructure and applications.
- Proactively identify and address performance bottlenecks, scalability issues, and security vulnerabilities.
- Troubleshoot and resolve issues related to cloud infrastructure, network connectivity, and application deployments.
- Implement automation and orchestration techniques to streamline cloud operations and improve efficiency.
- Continuously evaluate and recommend improvements to optimize the cloud infrastructure and enhance system performance.
Infrastructure as Code (IaC):
- Implement automation tools/IaC such as Terraform, CloudFormation, or Ansible to streamline the provisioning, configuration, and deployment of cloud resources.
- Develop and maintain reusable templates and scripts for provisioning and configuring cloud resources.
- Implement version control and change management practices for infrastructure code.
Security and Compliance:
- Implement robust security measures to protect cloud environments, data, and applications.
- Monitor and respond to security incidents, perform vulnerability assessments, and implement necessary remediation measures.
- Ensure compliance with industry regulations and standards, such as PCI-DSS etc.
Collaboration and Documentation:
- Document infrastructure designs, technical processes, deployment processes, and operational procedures.
- Strong verbal and written communication skills to articulate complex concepts and ideas clearly.
- Excellent teamwork and collaboration skills to work effectively with cross-functional teams.
- Contribute to knowledge sharing initiatives and provide training to team members on DevOps and cloud technologies.
Requirements
Education and Experience:
- Bachelor’s Degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum of 3 yrs as a Cloud Engineer or similar role, with a focus on automation, designing and managing cloud infrastructure.
- Hands-on experience with public cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
Technical Skills:
- Strong understanding of cloud services, including compute, storage, networking, and security.
- Solid understanding Jenkins, Git, continuous integration, continuous delivery.
- Proficiency with monitoring tools (e.g., Prometheus, ELK stack).
- Familiarity with infrastructure-as-code (IaC) tools like Terraform, pulumi, CloudFormation and configuration management tools (e.g., Ansible, Puppet, Chef)..
- Knowledge of scripting and programming languages, such as Go, Python, Bash, or PowerShell.
- Strong understanding of virtualization technologies, containerization (e.g., Docker, Docker compose, Kubernetes), and microservices architecture.
- Knowledge about Apache kafka
- Knowledge of networking concepts, protocols (e.g., TCP/IP, DNS), and network security.
- Experience with webservers Nginx, Apache etc.
Analytical and Problem-Solving Skills:
- Ability to analyze complex problems, propose effective solutions, and implement them in a timely manner.
- Strong troubleshooting and debugging skills to identify and resolve issues in cloud environments.
- Capacity to anticipate potential bottlenecks, performance issues, and security vulnerabilities and proactively address them.
Collaboration and Communication:
- Excellent teamwork and collaboration skills to work effectively with cross-functional teams.
- Strong verbal and written communication skills to articulate complex concepts and ideas clearly.
- Ability to document technical processes, system designs, and operational procedures effectively.
What we can offer you
- Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning – We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation – You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.