Job Description
Job summary
You are the direct point of contact for KclautX users. You handle incoming tickets across chat, WhatsApp, Telegram, email, and social media. Your job is to resolve issues fast, accurately, and with empathy. You will work in shifts to ensure consistent coverage during peak hours and report to the Customer Support Lead. This is not a script-reading role. Our users have real money on the line. Every interaction matters.
Min Qualification: Degree Experience Level: Entry level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - Morning Shift Applicant Location: Remote (Work From Home), Nigeria
Job descriptions & requirements
Responsibilities:
Ticket Handling & Multi-Channel Response:
Handle inbound tickets across in-app chat, email, WhatsApp, Telegram, Instagram DMs, X DMs, and Play Store reviews.
Maintain expected daily volume during your shift (typically 30 to 60+ tickets at full launch).
Respond within SLA targets set by the lead (response time, resolution time).
Use canned responses correctly while still personalising where needed.
Maintain unified inbox discipline so users get one consistent response, not duplicate or contradictory replies.
Crypto Transaction Support:
Help users with deposit and withdrawal status checks.
Troubleshoot failed transactions (insufficient gas, wrong network, network congestion).
Explain confirmations, network differences (TRC20 vs ERC20 vs BEP20 vs SOL), and timing.
Handle swap failures and rate questions.
Guide users away from common mistakes (sending to the wrong network or wrong address).
Gift Card & Utility Bill Support:
Handle status inquiries on pending gift card trades.
Explain rate calculations and payout timing.
Resolve failed bill payments (wrong meter number, network issues, provider downtime).
Handle double-charge claims and refund queries.
Manage initial conversations on disputed transactions and escalate as needed.
Wallet Support:
Explain the difference between NGN Wallet and KWallet to users.
Walk users through wallet transfers, balance checks, and conversion processes.
Troubleshoot delayed credits and reversed transactions.
Guide users through funding their wallet via Kora Pay and other supported channels.
KYC, Account & Security Support:
Guide users through Tier 1, 2, and 3 KYC verification.
Help with document re-submissions and explain rejection reasons.
Handle password resets, 2FA setup and recovery, and device changes.
Resolve login issues and account access problems.
Coach users on basic security hygiene (phishing awareness, never sharing OTPs, scam recognition).
Escalation & Internal Coordination:
Know what must be escalated and what can be resolved at the agent level.
Provide clean handoffs to the Support Lead with full ticket context (no re-explaining required).
Tag tickets correctly so compliance, finance, or engineering can act fast.
Follow up on escalated tickets so users are kept informed.
Knowledge Base Contribution & Documentation:
Document recurring user issues with clear notes for the Lead.
Suggest improvements to FAQ articles and canned responses.
Flag bugs, UX problems, and confusing flows.
Contribute to ongoing knowledge base updates.
Quality, Tone & SLA Adherence:
Maintain a professional, calm, on-brand tone in every interaction, especially with frustrated users.
Follow established response templates and approval workflows.
Show up on time for assigned shifts and cover handoffs cleanly.
Meet personal KPIs: response time, resolution rate, CSAT, escalation accuracy.
Participate in weekly calibration sessions and accept QA feedback constructively.
Requirements:
Minimum 1 year of customer support experience, preferably in fintech, crypto, or digital payments (non-negotiable).
Personal experience using crypto trading or gift card platforms (as a user counts).
Strong written English. Clear, concise, and professional.
Comfortable using helpdesk tools and managing multiple conversations simultaneously.
A reliable internet connection and a functional laptop or computer.
Punctual and dependable, and comfortable with shift-based work, including weekends and public holidays during the launch period.
Patient and composed under pressure. Users with money issues can be intense.
Strongly Preferred:
Experience with Gleap, Freshdesk, Intercom, Zendesk, or similar support platforms.
Background at a Nigerian fintech (Quidax, Yellow Card, Busha, Roqqu, Bitnob, or Jeroid) or similar crypto/payments platform.
Active in crypto, fintech, or Web3 communities.
Prior shift-based remote work experience.
Remuneration: NGN 150,000 – 200,000 Monthly.
What We Offer:
Structured shifts with clear expectations. No 24/7 burnout.
Training and onboarding on the KclautX platform before launch.
Growth opportunity. High performers will be considered for senior roles as we scale.
Performance bonuses introduced after month 3 based on clear, data-driven targets.
Working Schedule: Morning (7AM – 3PM) or Evening (3PM – 11PM)
You are the direct point of contact for KclautX users. You handle incoming tickets across chat, WhatsApp, Telegram, email, and social media. Your job is to resolve issues fast, accurately, and with empathy. You will work in shifts to ensure consistent coverage during peak hours and report to the Customer Support Lead. This is not a script-reading role. Our users have real money on the line. Every interaction matters.
Min Qualification: Degree Experience Level: Entry level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - Morning Shift Applicant Location: Remote (Work From Home), Nigeria
Job descriptions & requirements
Responsibilities:
Ticket Handling & Multi-Channel Response:
Handle inbound tickets across in-app chat, email, WhatsApp, Telegram, Instagram DMs, X DMs, and Play Store reviews.
Maintain expected daily volume during your shift (typically 30 to 60+ tickets at full launch).
Respond within SLA targets set by the lead (response time, resolution time).
Use canned responses correctly while still personalising where needed.
Maintain unified inbox discipline so users get one consistent response, not duplicate or contradictory replies.
Crypto Transaction Support:
Help users with deposit and withdrawal status checks.
Troubleshoot failed transactions (insufficient gas, wrong network, network congestion).
Explain confirmations, network differences (TRC20 vs ERC20 vs BEP20 vs SOL), and timing.
Handle swap failures and rate questions.
Guide users away from common mistakes (sending to the wrong network or wrong address).
Gift Card & Utility Bill Support:
Handle status inquiries on pending gift card trades.
Explain rate calculations and payout timing.
Resolve failed bill payments (wrong meter number, network issues, provider downtime).
Handle double-charge claims and refund queries.
Manage initial conversations on disputed transactions and escalate as needed.
Wallet Support:
Explain the difference between NGN Wallet and KWallet to users.
Walk users through wallet transfers, balance checks, and conversion processes.
Troubleshoot delayed credits and reversed transactions.
Guide users through funding their wallet via Kora Pay and other supported channels.
KYC, Account & Security Support:
Guide users through Tier 1, 2, and 3 KYC verification.
Help with document re-submissions and explain rejection reasons.
Handle password resets, 2FA setup and recovery, and device changes.
Resolve login issues and account access problems.
Coach users on basic security hygiene (phishing awareness, never sharing OTPs, scam recognition).
Escalation & Internal Coordination:
Know what must be escalated and what can be resolved at the agent level.
Provide clean handoffs to the Support Lead with full ticket context (no re-explaining required).
Tag tickets correctly so compliance, finance, or engineering can act fast.
Follow up on escalated tickets so users are kept informed.
Knowledge Base Contribution & Documentation:
Document recurring user issues with clear notes for the Lead.
Suggest improvements to FAQ articles and canned responses.
Flag bugs, UX problems, and confusing flows.
Contribute to ongoing knowledge base updates.
Quality, Tone & SLA Adherence:
Maintain a professional, calm, on-brand tone in every interaction, especially with frustrated users.
Follow established response templates and approval workflows.
Show up on time for assigned shifts and cover handoffs cleanly.
Meet personal KPIs: response time, resolution rate, CSAT, escalation accuracy.
Participate in weekly calibration sessions and accept QA feedback constructively.
Requirements:
Minimum 1 year of customer support experience, preferably in fintech, crypto, or digital payments (non-negotiable).
Personal experience using crypto trading or gift card platforms (as a user counts).
Strong written English. Clear, concise, and professional.
Comfortable using helpdesk tools and managing multiple conversations simultaneously.
A reliable internet connection and a functional laptop or computer.
Punctual and dependable, and comfortable with shift-based work, including weekends and public holidays during the launch period.
Patient and composed under pressure. Users with money issues can be intense.
Strongly Preferred:
Experience with Gleap, Freshdesk, Intercom, Zendesk, or similar support platforms.
Background at a Nigerian fintech (Quidax, Yellow Card, Busha, Roqqu, Bitnob, or Jeroid) or similar crypto/payments platform.
Active in crypto, fintech, or Web3 communities.
Prior shift-based remote work experience.
Remuneration: NGN 150,000 – 200,000 Monthly.
What We Offer:
Structured shifts with clear expectations. No 24/7 burnout.
Training and onboarding on the KclautX platform before launch.
Growth opportunity. High performers will be considered for senior roles as we scale.
Performance bonuses introduced after month 3 based on clear, data-driven targets.
Working Schedule: Morning (7AM – 3PM) or Evening (3PM – 11PM)
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Agent position is now open for candidates interested in the Work from home Jobs sector. This role in Atlanta offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
