Customer Success & Support Specialist

Role Overview:

The Customer Success & Support Specialist is the "ears on the ground" for Cubeseed. This role focuses on ensuring that commercial farmers and food businesses experience seamless, secure transactions. You are responsible for maintaining the platform's integrity by managing the end-to-end user experience, from the first login to the successful release of escrow funds.

Key Responsibilities:

• User Onboarding: Guide buyers and sellers through the verification process, including KYC (BVN/NIN checks) and farm inspections to ensure all participants meet NAFDAC/SON standards.
• Transaction Management: Monitor the "Closed-Loop" API activity to ensure that payments are secured in Sterling Bank-backed escrow before dispatch and released instantly upon delivery confirmation.
• Support & Resolution: Manage the shared support inbox (e.g., Zendesk or Help Scout) with a target response time of < 2 hours.
• Dispute Mediation: Act as a neutral mediator in the event of quality or quantity disputes, gathering evidence to make final rulings within 4 business hours.
• Feedback Loop: 100% of user support tickets must be tagged and synthesized into a Weekly Product Feedback Digest for the engineering and product teams to drive continuous iteration.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT): Achieve an average user rating of > 4.7/5.
• Response Speed: Maintain a < 2-hour response time and 95% first-contact resolution.
• Platform Integrity: Maintain a transaction dispute rate of < 2%.

Requirements:

• 2+ years in customer success or operations, preferably in Agri-Tech or FinTech.
• Mastery of CRM and support tools like HubSpot and Zendesk.
• Exceptional empathy and communication skills to assist both high-volume corporate buyers and low-tech rural farmers.

Pay:

₦200,000.00 - ₦300,000.00 per month

Work Location:

Remote