Customer Support Representative

Your mission, should you choose to accept it

• Act as the first point of escalation for junior customer support reps when they encounter complex or sensitive issues.
• Handle a high volume of inbound and outbound calls with customers, vendors, and riders, communicating clearly and professionally while working toward quick and effective resolutions.
• Resolve customer issues via phone calls, chat, email, and social media, maintaining a friendly, professional, and empathetic tone across every channel.
• Take ownership of phone-based escalations by investigating issues, coordinating with relevant teams, and following through until resolution.
• Handle priority customer cases, including high-value vendors, escalated rider/vendor disputes, and time-sensitive delivery issues.
• Develop expertise across our systems and processes, becoming a subject-matter expert others rely on.
• Coach, mentor, and support other support agents, including reviewing chats, emails, calls, and giving feedback.
• Track and analyze customer pain points, flagging patterns and collaborating with product, operations, and vendor teams to design solutions.
• Ensure CSAT scores remain high by setting the tone for excellent communication and empathy.
• Contribute to and maintain Chowdeck’s knowledge base and support documentation, keeping resources current and useful.
• Manage process documentation, onboarding, and regular training to make support more effective.
• Support Vendor/Rider Operations in meeting vendor/rider partner needs through excellent communication and issue resolution.
• Escalate complex order issues to the appropriate teams when necessary, ensuring no issue is left unresolved.
• Contribute to creating a culture of empathy, speed, and ownership in the support team.
• Take on side projects to improve customer experience, such as testing new support tools or piloting workflow changes.
  

You’re perfect for the role if you:

• Have 3–5 years of proven experience in customer support, preferably in e-commerce, logistics, fintech, mobility, or other high-volume customer-facing environments.
• Are comfortable handling a high volume of phone calls, including both inbound and outbound calls.
• Communicate clearly, confidently, and empathetically over the phone, especially when dealing with frustrated or difficult customers.
• Have prior experience with customer support tools and their workflows (e.g., Intercom, Zendesk, or similar).
• Have a strong track record of handling escalations and difficult customer situations with empathy and professionalism.
• Are comfortable switching between calls, chats, emails, and other support channels throughout the day.
• Are a natural coach who enjoys helping others grow and succeed.
• Are analytical and can spot patterns in customer complaints to suggest operational improvements.
• Are resilient and able to perform under pressure when dealing with urgent issues.
• Are detail-oriented but also able to step back and see the bigger picture.
• Take ownership of customer issues and are willing to make the calls and follow-ups required to get problems resolved.
• Thrive in a fast-paced, high-growth startup environment where every day brings new challenges.
  

We’ll be extra impressed if you have:

• A background in tech startups or similar fast-growing companies where processes evolve quickly.
• Experience working in food delivery, logistics, or other on-demand service industries.
• Experience in a high-volume phone-based customer support or contact center environment.
• Experience handling complex customer issues primarily through phone conversations.
• Experience contributing to or maintaining a knowledge base or support documentation.

Location: Accra

Salary: Attractive