<aside> 🍋 Position: Customer Success Expert

Location: Remote (with occasional in-person work in Lagos, Nigeria)

Type: Full-time

Application deadline: Sunday, September 22 (midnight)

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About GoLemon

GoLemon is an online store that delivers groceries and home essentials to customers’ doorsteps. We’re a customer-first startup, committed to delivering smooth, seamless, and delightful experiences to customers every time they interact with us. We’re growing fast, and looking for someone who’s ready to grow with us!

What you’ll do

• Be the voice of GoLemon: Engage with customers via live chat, email, phone calls, and social media. You'll be the first point of contact, representing GoLemon’s commitment to exceptional service
• Solve problems with grace: Whether it's a simple query or a complex issue, you’ll resolve customer concerns efficiently and with empathy, ensuring they leave every interaction satisfied
• Social media support: You'll handle customer inquiries on social media, so a good understanding of social platforms and the ability to respond thoughtfully and promptly is essential
• Document everything: You'll keep detailed records of all customer interactions, ensuring our encounter database is up-to-date and accurate
• Spot patterns & innovate: You’ll be on the lookout for recurring issues, bringing your observations to the team so we can find long-term solutions

Who we’re looking for

• Pro-customer: You’re driven by the desire to make customers happy, and you approach every interaction with empathy and understanding. By default, you ask yourself: “what experience would I like as a customer?”
• A clear communicator: You can write and speak very clearly, making it easy for customers and your teammates to understand you. Your responses are always thoughtful and well-constructed
• A hard worker: You’re not afraid of a challenge, and you're ready to handle increased (but fair) support volumes without breaking a sweat
• Curious & smart: You’re always looking for the bigger picture and eager to solve problems before they escalate
• Reliable: You have good judgment and can make decisions confidently, knowing they align with GoLemon’s values
• Experienced: Ideally, you’ve worked in customer support before, especially in a customer-facing company, so you’re familiar with the basics and ready to hit the ground running. It’s okay if you haven’t. Additionally, you should not be a student as of the time of application.

What We Offer

• Comprehensive health insurance package
• Monthly grocery stipend
• Devices and resources to do your work — laptop, data stipend, etc.