Customer Support Representative

Virtual Nation, Nigeria, Remote, Full-time

Virtual Nation is looking for a dedicated, diligent Customer Support Representative to handle fast-evolving customer enquiries across our brands. You'll be the first point of contact for our customers, resolving issues quickly and keeping every conversation clear, calm, and professional.

Virtual Nation (vtnation.com) runs multiple digital products and brands. That means customers may reach out with questions spanning different projects and services, so clarity and accuracy in every response really matter here.

You will respond to customer enquiries across multiple channels, resolve issues promptly, and keep accurate records of every interaction. Because Virtual Nation operates across several brands, you'll need to correctly categorise tickets, identify which project or brand an enquiry relates to, and respond accordingly, even when a customer's request is unclear or mixes multiple products together.

• Respond to customer enquiries via phone, email, live chat, and social media promptly and professionally
• Categorise tickets accurately by brand, project, and issue type
• Untangle and clarify confusing enquiries that span multiple projects or brands
• Resolve customer complaints and issues by identifying root causes and providing effective solutions
• Escalate complex or unresolved issues to the appropriate internal team with clear notes
• Maintain accurate records of all customer interactions in the CRM system
• Follow up with customers to confirm issues have been fully resolved
• Provide accurate information about products, services, policies, and procedures
• Stay up to date on all Virtual Nation brands and products to respond confidently
• Identify recurring issues and feed insights back to the relevant team
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction

Must-have:

• 3+ years of experience in customer service, customer support, or a related client-facing role
• Excellent written and verbal communication skills
• Strong ability to categorise and prioritise tickets accurately
• Ability to clarify and resolve confusing or ambiguous enquiries
• Strong problem-solving and conflict-resolution skills
• Ability to multitask and manage multiple conversations at once
• Calm, patient, and professional under pressure
• Familiarity with CRM or helpdesk/ticketing tools

Nice-to-have:

• Experience supporting multiple brands or products at once
• Experience using helpdesk tools (Zoho, Freshdesk, Zendesk, HubSpot, Intercom, or similar)
• Background in tech, SaaS, or digital product support

• Average response time
• Ticket resolution rate
• Ticket categorisation accuracy
• Customer satisfaction scores
• Escalation accuracy (right issue routed to the right team)

At 90 days: You're confidently handling enquiries across all brands, categorising tickets accurately, and resolving most issues without needing escalation.

At 1 year: You're a trusted first point of contact for customers, known for turning confusing, multi-brand enquiries into clear, fast resolutions. Your feedback has helped improve internal processes.

Strong performers can grow into a Senior Support Representative or Customer Support Lead role, with more ownership over support processes and team coordination.

• Opportunity to rise into a management role
• Bonus and results-driven performance bonus
• Remote work culture
• Flexible and friendly environment
• Competitive salary
• Opportunity for training and personal development

You're not just answering tickets. You're the person who makes sense of confusion across our brands so customers never feel lost. Your clarity directly protects how people experience Virtual Nation.

Click apply and follow the process to the best of your ability. Every step is a point that decides your employability in our company.

This application includes a short 7-question screening step so the team can learn a bit more about your fit before moving to interviews.

• Brand: Virtual Nation
• Location: Nigeria
• Work location: Remote
• Employment: Full-time
• Industry: Technology
• Job level: Mid level
• Minimum hours: 40/week
• Minimum qualification: Diploma
• Minimum experience: 5+ years

How to apply: apply