Customer Support Specialist

Customer Service
Lagos
October 13, 2026
Hybrid
Apply Now

Job Description

Network Nation Nigeria (NNN) is the Nigerian subsidiary of Network Nation, a multi-utility management platform with operations across Nigeria, the UK and Kenya. We’re looking for a Customer Support Specialist to deliver that experience, day in and day out. In practice, that means owning tickets and issues as they come in-but it also means resolving problems well, responding with clarity, and helping customers use the platform effectively so fewer issues come up in the first place. 

 

 

 

Work Mode: Hybrid
Salary: ₦600,000 – ₦800,000 monthly

 

 

 

 

Key Responsibilities

  • Proactively monitor Network Nation’s platform health, catching risks and potential issues before they reach the customer
  • Own incident management when things go wrong-coordinating a fast, thorough response and following it through to a lasting fix, not just a quick patch
  • Investigate the root cause behind recurring issues and flag broader platform, process or operational risks early, always through the customer’s lens, to protect uptime and their overall experience
  • Suggest cost-effective ways to scale support’s operations as the customer base grows
  • Manage day-to-day tickets across your portfolio, taking ownership of each issue and working through it methodically, drawing on a working technical understanding of Network Nation’s products and system architecture
  • Help customers get the most value out of Network Nation’s products, recommending the features and workflows that fit their needs
  • Track the support metrics that show how well your portfolio is being served-CSAT, response times, resolution rates and recurring issues
  • Follow Network Nation’s customer service policies and procedures, and help improve them-flagging where better tools or processes would prevent issues rather than just resolve them faster
  • Contribute to user education materials-guides, FAQs, onboarding content-that help customers resolve simple issues independently
  • Work with the right internal teams-engineering, product, systems engineering and commercial-receiving and acting on their feedback to resolve issues and improve the platform, always balancing the customer’s experience against the business’s goals and priorities

 

Key Requirements

  • Bachelor’s degree or equivalent experience in engineering, business management, or a related field
  • 5+ years in a customer support role, ideally within utility metering, fintech, or energy tech
  • A self-starter with real internal agency-you spot what needs fixing and act on it, rather than waiting to be told
  • A critical thinker who works through problems systematically, from root cause to lasting fix, always with the customer’s experience front of mind
  • Organised and detail-oriented enough to manage a large, high-volume portfolio without things slipping
  • Adaptable, with a track record of thriving in a fast-moving, resource-lean environment
  • A strong communicator, confident acting as a bridge between customers and internal technical and commercial teams

 

Interested and qualified candidates should send their CV to hello@networknation.ng using the Job Title as the subject of the email.

Related Jobs