Apply Now – Customer Support Lead

Customer Support Lead – Role Summary

The Customer Support Lead builds and operates SOLAPS’s customer support function from the ground up — creating the processes, tools, and knowledge base that turn first-time solar buyers into loyal SOLAPS advocates. Reporting to the Nigeria Marketing Manager, this role handles technical and warranty queries, manages support across WhatsApp, email, and social channels, and produces the monthly Voice of Customer report that feeds directly into product and operational decisions. As SOLAPS scales its customer base, this role scales with it — the goal is a world-class support experience at an African startup’s pace.

Key Responsibilities:

• Support System Design: Build and implement SOLAPS’s multi-channel customer support operation: define workflows, set SLAs, select tools, and train any future support staff.
• Inbound Query Management: Handle all customer queries and complaints across WhatsApp, email, Instagram DMs, and phone — with a commitment to fast, empathetic resolution.
• Technical Troubleshooting: Diagnose and resolve product and app connectivity issues; escalate complex hardware faults to the IoT Systems Engineer with full diagnostic context.
• Warranty Management: Manage SOLAPS’s warranty claims process from initial assessment through resolution, repair, or replacement.
• Knowledge Base: Build and maintain a SOLAPS product FAQ, troubleshooting guide, and self-service knowledge base to reduce inbound support volume.
• Voice of Customer Reporting: Analyse support ticket data monthly; identify product quality trends, recurring issues, and customer sentiment; deliver the VoC report to the leadership team.
• Distributor Support: Provide product support to SOLAPS distributors and their sales staff, escalating field quality issues with full documentation.

KPIs:

1. Response & Resolution:
   • First response time under 2 hours for all inbound queries during business hours.
   • Average resolution time under 48 hours for standard queries.
2. Customer Satisfaction:
   • Achieve a post-resolution customer satisfaction score (CSAT) of 80%+ within 6 months.
   • Reduce repeat contacts on the same issue to below 10% of total ticket volume.
3. Self-Service Adoption:
   • Reduce inbound support volume by 30% within 6 months through knowledge base and self-service improvements.
   • Build a knowledge base of at least 50 articles within the first 90 days.
4. Warranty Management:
   • 100% of warranty claims assessed and initial response provided within 24 hours.
   • All valid warranty claims resolved within 14 working days.
5. Voice of Customer:
   • Monthly VoC report delivered to the Nigeria Marketing Manager by the 5th of each month.
   • Minimum 3 actionable product or process improvement recommendations per month.

Expected Results/Outcomes:

• World-Class Customer Experience: Nigerian solar customers who associate SOLAPS with fast, friendly, and technically excellent support — driving word-of-mouth growth.
• Reduced Support Cost: A self-service knowledge base and proactive communication strategy that scales support without linear headcount growth.
• Product Intelligence: A consistent pipeline of Voice of Customer data that directly informs product development, quality control, and operational improvements.
• Zero Escalations to Social Media: Customer complaints resolved before they become public — protecting the SOLAPS brand online.
• Scalable Support Function: A documented, tool-enabled support operation ready to onboard additional agents as the customer base grows.

Compensation:

• Base Salary: $14,000 – $22,000 per year (based on experience).
• Performance Bonus: Up to 15% of base salary, tied to CSAT scores, resolution times, and VoC delivery.
• Other Benefits: Health insurance, data/airtime allowance, and professional development opportunities.

Click Here To Apply: https://forms.gle/wwe2TXCyRZ86E9Ah8
Find Out More About Us: https://solaps.com/about/
Other Open Positions: https://solaps.com/careers/