The Customer Support Officer is the front line for readers and publishers, resolving issues quickly and courteously across channels and protecting the quality of the experience. This is a high-volume, judgement-driven role involving subscription, payment, access, and content issues.

• Job Location: Abuja (Full-time in-person during probation, then hybrid – 60% in-person, 40% remote)
• Employment Type: Independent Contractor (Immediate start)
• Salary: Not stated
• Seniority: Junior to mid (2 to 4 years target profile)

Jaridi is a fast-growing digital media distribution company building the infrastructure that connects African newspaper and magazine publishers with readers across the continent and in the diaspora. Nigeria is the anchor market, and the titles that define Nigerian public life are central to the publisher catalog.

• Ticket Handling: Handle reader and publisher support requests across channels, resolving subscription, payment, access, and content issues.
• Escalation: Escalate technical issues to the technical team and billing issues to Finance, with accurate routing and context.
• Knowledge Base: Maintain help articles and frequently asked questions so common issues are self-serviceable.
• Service Levels and Feedback: Meet response and resolution service levels, gather user feedback, spot recurring problems, and report them to the relevant team.
• Onboarding and Data Care: Help new subscribers get started and reduce early churn. Handle all user data in line with data-protection obligations.
• Any other duties assigned to you.

• Academic: BSc or BA, HND, or diploma, or equivalent customer-service experience.
• Experience: minimum 2 years in customer support, ideally across digital channels.
• Channels: experience supporting customers over email and live chat.
• Tools: experience with help-desk tools such as Zendesk, Freshdesk, or Intercom.
• Communication: excellent written and spoken English and a patient, helpful manner.
• Location: based in Abuja or able to relocate to Abuja before the start date.
• Equipment: access to reliable internet and a fully functioning personal laptop.

How to Apply

Interested and qualified candidates should Apply here. Applications are reviewed on a rolling basis. The role will close as soon as the right candidate is identified. Include the role reference CS-NG-2026 in your application.

Why This Job Might Be a Good Fit

This role is ideal for a customer support professional with 2–4 years of experience based in Abuja who enjoys high-volume, judgement-driven support work. It offers autonomy, career development, and the opportunity to work with a fast-growing digital media distribution company.

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