Customer Success Specialist

About the role

Our live-chat target is "human pickup in under 2 minutes" and our email target is "first reply in 4 hours". You are the person we measure those numbers against.

This is not a script-reading role. You will use judgement, write replies in the way the customer talks, and escalate cleanly when something is genuinely outside policy.

What you'll do

• Own the live-chat and email queues during your hours, in plain English and at least one Nigerian language.
• Spot patterns — what 5 customers ask the same question this week is usually a product bug or a copy fix.
• Write playbooks: when this happens, do this. Improve them every month.
• Pair on calls with operations and risk when a borrower needs more than just chat.
• Hold the bar on tone: warm, exact, never patronising. We don't say 'kindly'.

What we're looking for

• 2+ years in a customer-facing role at a software or fintech company.
• Excellent written English; conversational Yoruba, Hausa, Igbo or Pidgin a strong plus.
• Empathy + a thick skin. You can de-escalate without giving away the farm.
• Comfortable owning a Slack channel; you respond well to async work.

Bonus points

• Worked a complaints or compliance queue at a regulated business.
• Have managed a small team of agents before.

The team

Reports into Sade Diallo (Head of Operations). Works most closely with two other CS specialists and the workshop team.

The hiring process

1. 01
   ApplicationA note to jobs@montaripay.com — your CV, what you'd do, what you want to learn.
2. 02
   Intro call30 minutes with the hiring manager. We talk about the role, you ask anything.
3. 03
   Take-home or pairingA small, paid task that mirrors something we actually shipped recently. Two-hour cap.
4. 04
   Onsite loopA 3-hour day at the V.I. office (or full-day on Zoom). You meet your future teammates.
5. 05
   OfferA written offer with comp, equity and start date — within 48 hours of the loop.