CUSTOMER SUPPORT SPECIALIST AT FLOAT MERCHANT | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Access working capital and payment guarantees for SME manufacturers, wholesalers, and distributors. 

Job Description:

We are seeking a high-velocity and empathy-driven Customer Support Specialist to anchor the user engine of Float Merchant. In the specialized landscape of SaaS and Fintech where a product’s success is dictated by the speed of its resolution cycles success is defined by "Client Sovereignty", the ability to harmonize human empathy with the clinical precision required for Onboarding, Technical Troubleshooting, and Cross-Functional Collaboration. This role is designed for a "Support Architect" with 2+ years of experience who can blend "Relational Grit" (guiding users through complex obligations) with the "Analytical Agility" required to spot patterns in technical issues and surface them to engineering.

Requirements:

1. Experience Orchestration & Onboarding Governance

• Onboarding Sovereignty: Serve as the primary point of contact and guide customers through the initial setup with millimetric focus, acting as the primary "Source of User Success."

• Obligation Architecture: Follow up with clients on their commitments and manage their overall experience, providing the "Structural Foundation" for long-term retention.

• Integrity Stewardship: Build help resources, FAQs, and how-to guides, ensuring the "Source of Self-Service Knowledge" is elite and uncompromised.

2. Technical Resilience & Feedback Logic

• Technical Sovereignty: Surface complex technical issues to the engineering team with clarity, acting as the primary "Source of Bug Identification."

• Pattern Architecture: Identify and document recurring user issues and provide actionable feedback, providing the "Functional Foundation" for product iterations.

• Collaboration Stewardship: Partner with engineering and product teams to refine the interface, maintaining the "Source of User Experience Excellence."

3. Operational Integrity & Communication Power

• Communication Sovereignty: Maintain clear written and verbal engagement with all users, acting as the primary "Source of Brand Voice."

• Empathy Architecture: Solve customer problems with genuine care and professional patience, providing the "Relational Foundation" for a supportive user community.

• Velocity Logic: Utilize 2+ years of SaaS support expertise to resolve inquiries in real-time and improve internal workflows, maximizing the "Source of Support Throughput."

Qualifications and Skills:

Professional Profile

• Experience: 2+ years in customer support, specifically within a Tech or SaaS environment.

• Collaboration: Proven experience working alongside Engineering/Product teams (Strong Plus).

• Skills: Expert pattern recognition and the ability to translate technical jargon into user-friendly instructions.

• Attributes: Clear written/verbal communication and a deep-seated empathy for the customer journey.

Core Competencies

• Analytical Grit: Ability to spot trends in user data and advocate for necessary product changes.

• Client Sovereignty: Excellence in managing client obligations and multi-tasking across support platforms.

• Execution Power: Ability to work effectively in a Remote environment while meeting strict response deadlines.

Salary

Application Closing Date: 06th April, 2026

Application Instructions:

Send your resume and a brief note to tech@floatmerchant.com