Customer Success / Onboarding Specialist

Responsibilities:

• Guide new users through onboarding via WhatsApp, phone calls, and screen-sharing sessions.
• Monitor user activity and proactively reach out to users who are struggling or inactive.
• Answer product questions and troubleshoot issues — escalate technical bugs to the engineering team and accounting questions to the Accounting Advisor.
• Collect, organize, and communicate user feedback: what's confusing, what's missing, what's working well.
• Create simple help content: FAQ documents, short how-to videos, step-by-step WhatsApp guides.
• Conduct check-in calls with users at Day 7 and Day 30 to measure satisfaction and gather insights.
• Maintain records of common issues and feature requests.

Requirements:

• Previous experience in customer success, customer support, or account management.
• Experience working with small business owners in Nigeria.
• Familiarity with accounting or bookkeeping concepts.
• Experience with SaaS or tech products.
• Basic content creation skills (screen recording, simple video editing).
• Patient, empathetic, and genuinely enjoy helping people.
• You can explain things clearly and simply to people who are not tech-savvy.
• Comfortable communicating over WhatsApp, phone, and video calls.
• Organized and can manage multiple users at different stages of onboarding.
• You are proactive — you don't wait for users to complain, you reach out before they do.
• Comfortable learning new software quickly and can pick up how Clerk works within your first week.