Remote Customer Success Manager, Tier 2 Support

Our client is seeking a dedicated and empathetic Customer Success Manager to join their fully remote support team, serving customers across Nigeria and beyond. In this crucial role, you will be the primary point of contact for customers experiencing complex technical issues, ensuring swift and effective resolution while fostering long-term satisfaction and loyalty. This position requires excellent problem-solving abilities, strong communication skills, and a passion for helping users succeed with our client's innovative products. As a fully remote position, you will have the flexibility to work from home, contributing to a dynamic and globally distributed team.

Responsibilities: Provide advanced technical support and troubleshooting for customer inquiries via email, chat, and phone, escalating issues when necessary. Investigate, diagnose, and resolve complex product issues, documenting solutions and workarounds. Act as a customer advocate, relaying feedback to product and engineering teams to drive product improvements. Develop and maintain a deep understanding of our client's product suite and technical capabilities. Create and update knowledge base articles, FAQs, and troubleshooting guides for both internal use and customer self-service. Conduct proactive outreach to customers to ensure they are maximizing the value of our client's solutions. Identify trends in customer issues and provide insights to improve support processes and product features. Onboard new clients, providing guidance and resources to ensure a smooth adoption process. Manage customer expectations effectively and communicate resolutions clearly and concisely. Contribute to a positive and collaborative remote work environment. Qualifications: Proven experience (3+ years) in a customer support, technical support, or customer success role, preferably in a remote setting. Strong technical aptitude and the ability to understand complex software systems. Excellent problem-solving and analytical skills. Exceptional communication, active listening, and interpersonal skills. Patience and empathy when dealing with customer concerns. Ability to work independently, manage time effectively, and meet deadlines in a remote work environment. Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud). Familiarity with SaaS products and cloud-based technologies. Proficiency in English is essential; other Nigerian languages are a plus. A proactive approach to identifying and resolving issues before they impact the customer. This is a fully remote opportunity based in Asaba, Delta, NG , offering a competitive compensation package and the chance to be part of a supportive and growing company dedicated to customer excellence.