Customer Success

GoCaby Technology Limited · 2 days ago
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Location
Lagos
Department
Customer Service - GO
Salary Range
₦ 150,000 - ₦ 200,000 / month
Employment Type
Full-time
Closes On
31 Jul, 2026

Job Description

Department: Customer Experience ·

Reports to: Customer Support Lead / Operations Manager ·

Location: Lagos/Abuja (on-site)

Salary range: ₦[150,000 – ₦200,000] / month (gross)


Role summary

The Customer Representative is the voice of GoCaby — the first point of contact for customers, riders, and partners. You resolve issues quickly and professionally, keep people moving, and protect the GoCaby experience through every interaction. Great candidates stay calm under pressure, communicate clearly, and turn frustrated users into loyal ones.

Key responsibilities

  1. Handle inbound and outbound contact across calls, chat, email, and social channels in a timely, professional manner.
  2. Resolve customer complaints and delivery issues, escalating complex cases to the right team with full context.
  3. Act as liaison between customers, riders, and the operations team to resolve disputes (e.g. delivery confirmation, delays, wrong items).
  4. Track and follow up on open issues until they are fully resolved; keep customers informed at every step.
  5. Maintain accurate records of interactions, complaints, and resolutions in the support system.
  6. Monitor and help improve customer satisfaction (CSAT), first-response time, and resolution time.
  7. Identify recurring problems and feed insights back to Operations and Product to prevent repeat issues.
  8. Uphold GoCaby's tone and service standards in every interaction, including with difficult customers.

Requirements

  1. 1+ year in customer service, support, or a client-facing role (mobility, logistics, or tech preferred).
  2. Excellent verbal and written communication in English.
  3. Strong patience, empathy, and composure under pressure.
  4. Good attention to detail and the ability to multitask across several conversations at once.
  5. Comfortable using support tools, live chat, and basic CRM/ticketing systems.

Nice to have

  1. Experience in a delivery, ride-hailing, or e-commerce support team.
  2. Additional Nigerian languages (e.g. Yoruba, Hausa).

Success metrics (first 6 months)

Customer satisfaction (CSAT), first-response and resolution times, ticket backlog, and escalation quality/accuracy.