Customer Support & Automation Lead

Responsibilities

• Provide warm, high-quality support via WhatsApp and email.
• Surface product insights from real customer conversations to inform the product roadmap.
• Build and document clear support workflows and templates to standardize operations.
• Use AI tools to improve speed, clarity, and consistency in customer interactions.
• Spot repetitive tasks and propose automation solutions to optimize time.
• Continuously improve systems as support volume grows to ensure scalability.

Required Qualifications

• BA/BSc/HND degree.
• Strong written communication skills with a warm, professional tone.
• Demonstrated experience in customer support, community management, operations, or similar roles.
• Experience turning customer feedback into structured recommendations for product or operational improvement.
• Strong AI fluency and a demonstrated ability to apply AI tools to real operational workflows.
• Strong fluency with digital tools and the ability to quickly learn new platforms.
• Experience handling ambiguity and helping define processes where they do not yet exist.
• Ability to stay calm and solution-oriented when customers are frustrated.
• High level of ownership and the ability to work independently.