Customer Experience Specialist

As we continue to grow across Africa, we are expanding our Client Services team and looking for people who want to help shape an excellent client experience in the capacity below:

Job Title: Customer Experience Specialist

Location: Nigeria
Employment Type: Full-time

Role Overview

• There is a clear development pathway into senior specialist and team-lead positions over time, based on performance.
• We are looking for a Customer Experience Specialist to join our global Client Services team, supporting clients across the full lifecycle — onboarding, account management, and retention.
• It suits a professional with strong interpersonal and communication skills, a client-first mindset, and exposure to financial services or a related industry.
• This role is central to a client's first impression and to building lasting, trust-based relationships throughout their journey with us.

Client Onboarding:

• Guide clients through account creation and identity verification with clear, supportive communication.
• Work with internal teams (Back Office, Marketing, Compliance) to deliver a smooth, compliant client experience.
• Help improve onboarding turnaround times and overall speed-to-activation.
• Set accurate expectations at each step to reduce confusion and incomplete applications.

Account Management:

• Handle product queries, requests, and escalations across retail clients, partners, and high-value accounts.
• Monitor and improve client satisfaction (CSAT).
• Triage product questions and route them to the appropriate internal team.
• Act as a trusted point of contact between clients and the business.

Retention:

• Track inactivity and re-engagement, and help design responsible re-engagement programs.
• Support client retention and loyalty initiatives.
• Encourage healthy product adoption and ongoing engagement.

Who You Are

• Excellent customer service and interpersonal skills.
• Based in and authorized to work in Nigeria.
• Strong written and verbal communication.
• Comfortable working in a fast-paced, client-focused environment.
• Working knowledge of financial markets and online trading products is an advantage.
• Patient, persistent, and highly detail-oriented.
• Comfortable collaborating across multiple teams.

Key Skills:

• Onboarding and account management
• Stakeholder communication
• CRM tools and case management.
• Client retention and engagement
• Customer experience and client support