Customer Support & Experience Associate

Customer Support & Experience Associate Location: Lagos / Remote Type: Full-time Salary: Really competitive

About the role Bachs is building financial products that businesses use to collect payments, manage money and pay people. We’re looking for someone to own customer support and help us build a reliable customer experience as we grow. This is not a basic ticket-closing role. You will be responsible for understanding customer issues, resolving them quickly, escalating where necessary, and making sure problems do not fall through the cracks. What you’ll do - Manage customer enquiries across Intercom, email, tickets and other support channels. - Troubleshoot payment, account and transaction-related issues. - Follow customer issues through to complete resolution. - Escalate technical, operational or compliance issues to the appropriate teams. - Maintain clear communication with customers throughout an investigation. - Build and improve support workflows, escalation processes and internal playbooks. - Maintain FAQs, help articles and customer support documentation. - Identify recurring customer problems and surface them to Product, Engineering and Operations. - Track response times, resolution times, ticket trends and customer satisfaction. - Help improve the overall customer journey based on real customer feedback. Requirements

Banking experience is mandatory. You should have: - Previous experience working in a commercial bank, digital bank, microfinance bank or similar financial institution. - Experience in customer service, customer experience, operations, relationship management or a related role. - Strong understanding of how financial institutions handle customer complaints, transactions and escalations. - Excellent written and verbal communication. - Strong attention to detail. - Ability to manage difficult or frustrated customers professionally. - Strong ownership and follow-through. - Ability to work across multiple teams to resolve issues. - Good understanding of confidentiality and handling sensitive financial information. - Ability to learn new products and systems quickly.

Nice to have Experience with: - Fintech or payments - Intercom - Zendesk or similar ticketing platforms - Transaction dispute management - Reconciliation or payment operations - Knowledge-base management - Customer support analytics

What success looks like You are succeeding when: - Customers receive fast and clear responses. - Issues are resolved, not abandoned. - Escalations reach the right team quickly. - Recurring problems are identified and reduced. - Support processes become more structured. - Customer feedback reaches the teams capable of fixing the underlying problem. - Customers trust Bachs to take ownership when something goes wrong.

Who this role is for Someone who sees an unresolved customer issue and thinks: “How do I get this fixed, and how do we prevent it from happening again?” Not: “That belongs to another team.”