Duplo is building the platform to power the next generation of financial services. Our mission is to help companies expand financial access for all. Our simple and powerful banking-as-a-service API helps companies quickly launch financial products.
We are recruiting to fill the position below:
Job Title: Junior Associate, Customer Success
Location: Lagos (Hybrid)
Responsibilities
Customer Onboarding & Enablement:
- Lead onboarding and training calls for new customers using established playbooks.
- Guide customers through initial setup, configuration, and early product usage.
- Ensure customers complete key onboarding milestones within expected timelines.
- Provide follow-up support after onboarding to reinforce adoption and early value realization.
Customer Engagement & Support:
- Act as a primary point of contact for inbound customer support via email and ticketing systems.
- Troubleshoot and resolve customer issues directly using product knowledge, documentation, and internal resources.
- Manage customer support tickets end-to-end using Zoho Desk, ensuring timely and clear communication.
- Identify patterns in customer issues and escalate complex, high-impact, or unresolved cases to Senior Associates or relevant internal teams.
- Communicate resolutions clearly to customers and confirm issue closure and satisfaction.
Journey-Based Customer Success Execution:
- Support defined customer success journeys (e.g. onboarding, activation, early retention) rather than owning individual customer accounts.
- Monitor customer engagement signals such as usage trends, support volume, and training completion.
- Proactively flag churn risks, adoption gaps, and expansion signals to senior team members.
- Execute customer success playbooks consistently across assigned journeys.
Revenue & Commercial Support (Light Responsibility):
- Support renewal and expansion activities, particularly for customers closed end-to-end by interns.
- Assist with tracking renewal readiness, usage alignment, and customer sentiment.
- Participate in renewal or value conversations under guidance when required.
Knowledge Base & Documentation Ownership:
- Create, update, and maintain knowledge base articles across assigned Duplo products.
- Document common support issues, onboarding steps, and troubleshooting guides based on real customer interactions.
- Continuously improve documentation clarity to enable customer self-service and reduce repeat support requests.
- Collaborate with internal teams to ensure documentation reflects current product functionality and workflows.
Customer Success Operations:
- Maintain accurate and up-to-date customer records in CRM
- Log customer interactions, support resolutions, onboarding progress, and key notes.
- Track customer journey milestones, engagement trends, and operational metrics.
- Ensure smooth internal visibility into customer status, risks, and ongoing issues.
Requirements
- Bachelor's Degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related discipline.
- 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
- Experience in a SaaS, fintech, or technology company is an advantage.
- Experience supporting customers through onboarding or product implementation is preferred.
- Strong understanding of customer onboarding and customer lifecycle management.
- Ability to troubleshoot customer issues using documentation and internal tools.
- Experience using CRM, ticketing, project management, and customer reporting tools like Zohodesk, Hubspot, Metabase would be an added advantage
- Ability to document processes and create customer-facing knowledge base articles.
- Good understanding of Microsoft Office or Google Workspace.
- Ability to interpret customer usage data and identify adoption trends.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/925414/junior-associate-customer-success-hybrid-at-duplo.html