Customer Support Executive at Naira567 (VL Collective)

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

• We prefer a female candidate for this role.
• Candidates must adhere to responsible-game and data-privacy standards

Application Deadline 23rd October, 2025.