Customer Support Specialist

Our Client is a leading innovator in the social media technology sector, focused on redefining the parameters of online community and interaction. Their corporate mission is to develop and deploy best-in-class digital platforms that facilitate meaningful user engagement and self-expression. Their operational value is built upon a foundation of technological excellence, creative vision, and the highest standards of ethical practice, positioning them at the forefront of the industry's evolution.

This is a hybrid role based in Ghana

• Serve as the first point of contact for users via chat, email, or in-app support.
  
• Respond to inquiries about account access, monetization, livestreams, Trade Hub, job listings, and Teen Mode.
  
• Investigate and resolve technical issues, escalating to the development team when necessary.
  
• Track and manage suspended accounts, verification requests, and reported content.
  
• Provide clear, empathetic, and professional communication to users.
  
• Educate users on platform features, safety guidelines, and monetization processes.
  
• Log and analyze customer issues to help improve the platform.
  
• Collaborate with product, admin, and dev teams to ensure user concerns are addressed quickly.
  

Requirements

• Bachelor’s degree (or equivalent experience) in Communications, IT, Customer Service, or related field.
  
• Prior experience in customer support, helpdesk, or community management preferred.
  
• Strong communication skills in English (additional local languages are a plus).
  
• Familiarity with social media platforms (TikTok, Facebook, Instagram) and their support structures.
  
• Tech-savvy, with the ability to troubleshoot basic app and account issues.
  
• Patience, empathy, and a user-first mindset.
  
• Ability to work shifts, including evenings and weekends, if needed.