Customer Support Executive at Naira567 (VL Collective)

⏲ Sep 26, 2025, 10:31 AM
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Naira567 is a fast-growing, Nigeria-first sports and iGame platform built for seamless play, fair odds, and fast, reliable payouts. We’re a mobile-first, remote-friendly team combining world-class technology with local insight to deliver a safe, entertaining experience for players across Nigeria.

We are recruiting to fill the position below:

Job Title: Customer Support Executive
Location: Lagos (Remote)
Employment Type: Full-time

About the Role

You will handle inbound customer queries and outbound calling to convert prospects thereby, supporting users, driving sign-ups, and elevating player satisfaction.
This is a high-visibility, growth role with clear performance incentives for outbound conversions.

Key Responsibilities
Inbound Support:

Respond to tickets, chats, calls, and social DMs within SLAs; resolve issues (account, KYC, deposits/withdrawals, bets, promotions, basic troubleshooting).
Investigate and escalate complex cases to Risk, Payments, Tech, or Compliance; follow through to closure.
Capture accurate case notes and user feedback to improve FAQs and product.

Outbound Growth & Retention:

Call leads and inactive users to drive sign-ups, first deposits, and reactivation using approved scripts.
Run win-back and KYC completion campaigns; schedule follow-ups and maintain CRM hygiene.
Educate users on promotions, bonuses, and new features; handle objections and close.

Quality & Compliance:

Adhere to communication, privacy, and responsible-gaming standards; verify user identity where required.
Monitor and flag suspected fraud or policy violations.
Contribute to playbooks, macros, and script improvements.

Success Metrics (KPIs)

First Response Time & Resolution Time (SLA adherence)
KYC completion rate, AHT, and CRM data accuracy
Attendance & schedule adherence.
CSAT/NPS and QA scores
Conversion rates (lead → signup, signup → first deposit), reactivation rate

Requirements

0 – 4 years in customer support/sales/inside-sales (iGame, fintech, e-commerce, or telco preferred).
Tech-savvy: CRM, ticketing, dialers, chat tools, spreadsheets; fast typing and documentation.
Flexible to work evenings/weekends/major sports events on a roster.
Languages: Fluent English; additional regional languages a plus.
Excellent spoken & written communication; confident on calls, persuasive yet empathetic.
Comfortable with targets and incentives; strong objection handling and closing skills.

Nice to Have:

Experience with KYC, payments, or risk workflows.
Work Tools: CRM & ticketing (e.g., Zendesk/Freshdesk/HubSpot), dialer/VoIP, WhatsApp/Chat, Google Workspace, internal knowledge base.
Passion for sports and familiarity with betting terminology & odds.
Prior remote work experience.

Why join us?

High-impact role at an early stage with real ownership and rapid growth potential
Fully remote culture with performance-linked bonuses & incentives
Opportunity to shape how millions of fans discover and enjoy sports & game in Nigeria.

What We Offer

Fully remote setup, growth runway in a scaling team.
Competitive base + uncapped performance incentives & bonuses for outbound conversions.
Training, clear career paths (Exec Senior → Exec → Team Lead → Quality/Training/Operations).

How to Apply
Interested and qualified candidates should send their CV, a cover letter introducing yourself in a short paragraph on how you would convince a new user to sign up on the platform and deposit. Include your notice period and expected CTC. Send both documents to: [email protected] using the Job Title as the subject of the mail.

Note