The Kclaut Media Ltd
You are the direct point of contact for KclautX users. In this role, you handle incoming tickets across chat, WhatsApp, Telegram, email, and social media with speed, accuracy, and empathy. This is not a script-reading role—our users have real money on the line, and every interaction matters. You will work in structured shifts to ensure consistent coverage and report directly to the Customer Support Lead.
Key Responsibilities
1. Multi-Channel Support & Transaction Handling
- Ticket Management: Handle 30 to 60+ daily tickets across in-app chat, email, and social media (WhatsApp, Telegram, X, Instagram) while maintaining unified inbox discipline.
- Crypto Support: Assist users with deposit/withdrawal status, troubleshoot failed transactions (gas fees, network congestion), and explain network differences (TRC20, ERC20, etc.).
- Gift Cards & Utilities: Resolve status inquiries on trades, explain rate calculations, and handle failed bill payments or refund queries.
2. Wallet & Account Security
- Wallet Guidance: Walk users through NGN Wallet vs. KWallet transfers, balance checks, and funding via Kora Pay.
- KYC & Security: Guide users through Tier 1–3 verification, assist with 2FA recovery/password resets, and coach users on security hygiene and phishing awareness.
3. Escalation & Documentation
- Internal Coordination: Provide clean handoffs to the Support Lead with full context and tag tickets correctly for finance or engineering teams.
- Knowledge Base: Document recurring issues, suggest FAQ improvements, and flag platform bugs or UX friction points.
4. Quality & Tone
- Brand Voice: Maintain a professional, calm, on-brand tone, especially when dealing with frustrated users.
- KPI Adherence: Meet personal targets for response time, resolution rate, and CSAT scores.
Requirements & Qualifications
- Experience: Minimum 1 year of customer support experience, preferably in fintech, crypto, or digital payments (non-negotiable).
- Education: Degree-level qualification.
- Technical Mastery: Personal experience using crypto trading or gift card platforms; comfortable with helpdesk tools (Freshdesk, Intercom, Zendesk, or Gleap preferred).
- Connectivity: Must have a reliable internet connection and a functional laptop for Remote (Work From Home) operations.
- Soft Skills: Exceptional written English, patience under pressure, and a commitment to shift-based work (including weekends/holidays).
Preferred Background
- Experience at a Nigerian fintech (e.g., Quidax, Yellow Card, Busha, Roqqu).
- Active participation in Web3 or fintech communities.
Job Details
- Salary: NGN 150,000 – 200,000 Monthly (Range up to NGN 250,000).
- Schedule: Full-Time, Morning Shift (7 AM – 3 PM) or Evening Shift (3 PM – 11 PM).
- Location: Remote, Nigeria.
What We Offer
- Structured shifts to prevent burnout.
- Comprehensive onboarding and training on the KclautX platform.
- Performance bonuses after Month 3 and clear paths to senior roles as we scale.
If you’re interested in this role, check out more information on the official website And apply now!