Senior Customer Support Representative

About the role

Chowdeck is an on‑demand delivery platform operating across Africa. We are looking for an experienced Senior Customer Support Representative to own complex escalations, mentor junior agents, and help improve our support processes.

Key responsibilities

• Act as the first point of escalation for junior reps handling sensitive or complex issues.
• Manage a high volume of inbound and outbound calls with customers, vendors, and riders, ensuring quick and effective resolutions.
• Resolve issues across phone, chat, email, and social media while maintaining an empathetic tone.
• Investigate escalated cases, coordinate with product, operations, and vendor teams, and follow through to closure.
• Coach and mentor support agents, reviewing their communications and providing feedback.
• Track recurring pain points, analyse patterns, and collaborate on root‑cause solutions.
• Maintain and update the knowledge base and support documentation.
• Contribute to process documentation, onboarding, and training initiatives.

Required profile

• 3–5 years of proven customer support experience in high‑volume environments such as e‑commerce, logistics, fintech, or mobility.
• Comfortable handling a large volume of phone calls, both inbound and outbound.
• Excellent verbal communication, confidence, and empathy when dealing with frustrated customers.
• Demonstrated ability to handle escalations and difficult situations professionally.
• Natural coach who enjoys developing junior team members.
• Analytical mindset to spot patterns and suggest operational improvements.
• Resilient under pressure and able to manage urgent, time‑sensitive issues.

Required skills

• Intercom
• Zendesk

What we offer

• Full medical coverage
• MacBook Pro for work
• Career development opportunities, including mentorship and potential leadership progression
• Lunch allowance
• Housing assistance