Customer Support Specialist

Madina-Accra, Ghana (On-site)

We’re looking for a passionate Customer Support Specialist to onboard merchants and ensure top-tier service for our users.

Job description

As a Customer Support Specialist, you will play a pivotal role in enhancing the user experience on our multi-vertical digital platform by providing top-tier support to customers. You will be responsible for resolving merchants and customer’s inquiries via phone, email, or chat, ensuring that all outstanding issues are fully supported. Furthermore, you will be responsible for providing regular updates to the Technical Administrative officer regarding user’s feedback and any unresolved technical issues in the backend.

Responsibilities

Onboard and train new merchants on using the merchant panel and our mobile platforms, i.e., E-commerce (Marktplus/Auction) and logistics (ViaCargo)
Timely and accurately provide responsive support to users (merchants and customers) via phone, chat, or email.
Assist customers in understanding platform functionality and features.
Informing customers about new platform features.
Set up meetings or calls between (prospective) clients and Account Executives.
Troubleshoot basic issues and escalate technical problems to relevant teams.
Maintain accurate records of merchant activity and customer interactions.
Create FAQs, guides, and support materials for platform users.
Collect user feedback and recommend improvements to the operations and product teams.

Requirements and Skills

1–3 years in customer service, onboarding, or merchant support roles.
Proficiency in using help desk software and remote support tools.
Hands-on experience with multiple sales techniques (including cold calls)
Strong communication and interpersonal skills.
Familiarity with e-commerce platforms, mobile apps, or CRM tools.
Familiarity with MS Excel (analysing spreadsheets and charts)
Strong attention to detail and a dedication to providing excellent customer support.
Fluent in English; local languages are a plus.
Basic tech troubleshooting skills and attention to detail.
A customer-first mindset and willingness to grow with the company.

NOTE: Applicants must reside or willing to relocate in or near Madina, Adenta, Haatso, Legon, Oyarifa, North Legon, or nearby areas.

Attractive salary and benefits

Competitive Base Salary range (Monthly): GHS 1,200-1,700 depending on experience and qualification
Commissions: A calculated commission payable upon successful merchant on-boarding and first sale. Performance-Based Add-On (Tied to Merchant Revenue Target) i.e., a percentage share of the platform’s revenue share from that merchant for the first 3 months.
Bonuses: Quarterly bonus for meeting support and onboarding KPIs targets.
Mobile and airtime allowances
Ongoing training and development.
Career growth opportunities in a scaling start-up.
Paid time off: 10-15 days annually.
Hybrid work option (1-2 days remote/week) after a year.
Performance reviews every 12 months with raise potential.
Equity or profit sharing opportunity after a year contract for a long-term commitment.
Exciting Company Culture: Join a dynamic and innovative team, where your contributions are valued, and you can make a real impact in a rapidly growing industry.

We believe in excellence as a way of life. We champion growth, we celebrate ambition, and we ignite the fires of determination. Every member of our team is a torchbearer of our collective vision. We don't just work; we inspire, we support, and we motivate.

How to apply

Are you ready to build Africa’s next digital frontier with us? Email your CV and cover letter to

jobs@viagogh.com.

ViaGo is an equal opportunity employer, and we welcome candidates from all backgrounds to apply. So, join us, not just as an employee, but as a co-creator of success stories. Together, we'll script a narrative of excellence, where the sky is not the limit, but merely the beginning.