About this role
Whot Studios is a fast-growing Nigerian gaming and digital studio building products at the intersection of entertainment, technology and financial empowerment. Our flagship product, Whot Africa, brings the classic card game into the digital age.
What You’ll Do
- Provide timely and professional support across WhatsApp, live chat, email, phone and social media.
- Resolve customer issues relating to accounts, games, payments, rewards, tournaments and other product features.
- Take ownership of customer complaints and follow through until resolution.
- Follow up with customers to confirm that issues have been resolved.
- Document customer interactions, complaints and resolutions accurately.
- Identify recurring customer issues and provide insights to the Product and Technical teams.
- Support customer engagement, promotions, tournaments and community initiatives.
- Escalate complex or unresolved issues appropriately.
- Prepare regular reports on customer issues, trends and service performance.
- Work closely with internal teams to continuously improve the customer experience.
Requirements
- Minimum 4 years' experience in customer service, customer support, client relations or a related role.
- Experience supporting customers across multiple channels.
- Strong communication, active listening and problem-solving skills.
- Ability to troubleshoot issues and ask the right questions.
- Strong attention to detail and documentation skills.
- Experience with Zoho SalesIQ, CRM or similar platforms is an advantage.
- Experience with digital products, mobile apps or gaming platforms is an advantage.
- Patient, proactive, professional and solution-oriented.
- Comfortable working in a fast-paced environment.
Who We're Looking For:
- Someone who understands that responding to a customer is not the same as resolving their problem.
- You should be willing to take ownership, follow up, escalate when necessary and ensure customers receive a satisfactory resolution.