The Customer Success Associate will support customers, ensure their needs are met, and drive satisfaction and retention as a temporary reliever.

• Job Location: Lagos
• Employment Type: Full-Time (Temporary)
• Salary: Not stated

Umba is a digital banking company on a mission to make banking free across Africa, offering mobile banking products through Android and iOS apps. The company launched in Nigeria in 2021 and has since expanded into Kenya, using machine learning to build affordable financial products for emerging markets. Its work environment is customer-centric and fast-paced, with a culture of exceeding customer expectations.

• Respond promptly and professionally to customer inquiries via email, chat, or social media platforms.
• Provide accurate information about products, services, and policies to customers.
• Assist customers in troubleshooting technical issues with products or services through your team lead.
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Resolve customer complaints and escalate complex issues to appropriate channels for resolution.
• Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve overall customer satisfaction.
• Onboard new customers, providing training and guidance on product features and best practices.
• Stay up-to-date with product knowledge, industry trends, and company policies.
• Participate in training sessions and team meetings.
• Contribute to the continuous improvement of customer success processes and procedures.

• Bachelor's degree in Business Administration, Marketing, or related field.
• Proven customer service experience in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills and a proactive approach to addressing customer needs.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Familiarity with CRM software (e.g., Odoo) and customer success tools is a plus.
• Passion for delivering exceptional customer experiences.
• Experience with live chat support software and social media platforms.

How to Apply
Interested candidates should Apply here.

Why This Job Might Be a Good Fit
This role suits someone who enjoys solving problems across chat, email, and social channels rather than phone-only support. Because Umba operates a mobile-first banking product across Nigeria and Kenya, the troubleshooting and onboarding work here builds practical fintech product knowledge that transfers well into customer success or operations roles.

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