Junior Associate, Customer Success

Duplo is a Lagos-based fintech startup that enables businesses in Africa to automate their spend management, simplify cross-border payments, and control business finances all on one platform.

We want to make B2B payments as simple as P2P payment apps. Most business payments in Africa are made offline….yikes. We are on a mission to transform this. We are backed by top investors including Point Nine, Tribe Capital, Commerce Ventures, Liquid2 Ventures, Basecamp Fund, Soma Capital, YCombinator, Oui Capital, and others.

This is a unique opportunity. You'll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that will impact millions.

Responsibilities 

Customer Onboarding & Enablement

• Lead onboarding and training calls for new customers using established playbooks.
• Guide customers through initial setup, configuration, and early product usage.
• Ensure customers complete key onboarding milestones within expected timelines.
• Provide follow-up support after onboarding to reinforce adoption and early value realization.

Customer Engagement & Support

• Act as a primary point of contact for inbound customer support via email and ticketing systems.
• Troubleshoot and resolve customer issues directly using product knowledge, documentation, and internal resources.
• Manage customer support tickets end-to-end using Zoho Desk, ensuring timely and clear communication.
• Identify patterns in customer issues and escalate complex, high-impact, or unresolved cases to Senior Associates or relevant internal teams.
• Communicate resolutions clearly to customers and confirm issue closure and satisfaction.

Journey-Based Customer Success Execution

• Support defined customer success journeys (e.g. onboarding, activation, early retention) rather than owning individual customer accounts.
• Monitor customer engagement signals such as usage trends, support volume, and training completion.
• Proactively flag churn risks, adoption gaps, and expansion signals to senior team members.
• Execute customer success playbooks consistently across assigned journeys.

Revenue & Commercial Support (Light Responsibility)

• Support renewal and expansion activities, particularly for customers closed end-to-end by interns.
• Assist with tracking renewal readiness, usage alignment, and customer sentiment.
• Participate in renewal or value conversations under guidance when required.

Knowledge Base & Documentation Ownership

• Create, update, and maintain knowledge base articles across assigned Duplo products.
• Document common support issues, onboarding steps, and troubleshooting guides based on real customer interactions.
• Continuously improve documentation clarity to enable customer self-service and reduce repeat support requests.
• Collaborate with internal teams to ensure documentation reflects current product functionality and workflows

Customer Success Operations

• Maintain accurate and up-to-date customer records in CRM
• Log customer interactions, support resolutions, onboarding progress, and key notes.
• Track customer journey milestones, engagement trends, and operational metrics.
• Ensure smooth internal visibility into customer status, risks, and ongoing issues.

Requirements 

• Bachelor's degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related discipline.
• 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
• Experience in a SaaS, fintech, or technology company is an advantage.
• Experience supporting customers through onboarding or product implementation is preferred.
• Strong understanding of customer onboarding and customer lifecycle management.
• Ability to troubleshoot customer issues using documentation and internal tools.
• Experience using CRM, ticketing, project management, and customer reporting tools like Zohodesk, Hubspot, Metabase would be an added advantage
• Ability to document processes and create customer-facing knowledge base articles.
• Good understanding of Microsoft Office or Google Workspace.
• Ability to interpret customer usage data and identify adoption trends.