Customer Support Representative

We're hiring Customer Support Representatives to join us at GoLemon — an online grocery start-up bringing groceries and essentials to over 12,000 homes across Lagos.You'll be the friendly first touch for our customers — helping over live chat, email, and phone — and working with internal teams (Operations, Logistics, Engineering, etc) to make every experience smooth and thoughtful. This is a hybrid role with 1-2 in-office days per week in Lagos.We're looking for someone proactive, clear-thinking, and kind; someone who enjoys solving problems, learning fast, and owning their work.RequirementsWhat you'll do daily Respond to customer inquiries via live chat, email, and phone — helping with orders, deliveries, product questions, and resolving issues with empathy and speed Troubleshoot customer issues and concerns Educate customers about our products, app features, promotions, and how to get the most from GoLemon Document conversations and flag recurring issues to help us improve the customer experience Meet response time and resolution targets while maintaining quality interactions Share customer insights and feedback with the team to shape how we growYou're a great fit if you Have 1+ year of customer support experience (call centre, retail, hospitality, ecommerce etc.) Are comfortable multitasking Communicate clearly and warmly in both written and spoken English Stay calm under pressure and can handle frustrated customers with grace Love figuring things out and don't wait to be told what to do Are open to rotating weekend or evening shifts (our support team operates every day of the week) Are based in or can easily commute to Lagos for hybrid workBonus points for Experience with grocery delivery, ecommerce, or marketplace platforms Being comfortable with data — tracking your performance, spotting patterns Previous experience using Intercom, Zendesk, Freshdesk, or similar toolsWork schedule Monday to Sunday operations (we work 7 days/week on a rotating schedule) Shifts include mornings, afternoons, and evenings Flexibility required for weekends and public holidaysBenefitsWhy join GoLemon? You'll make a real impact : We’re a growing startup serving over 12,000 homes in Lagos. Your work directly shapes how families experience grocery shopping, and you'll see the results of your efforts every day You'll be heard: Your feedback doesn't disappear into a void. We're small enough that your insights about customer pain points, process improvements, and product ideas go straight to the team that can act on them You'll grow fast: We're scaling quickly, which means real opportunities to move up, we invest in training, mentorship, and promoting from within You'll work with great people: Our team is collaborative, low-ego, and genuinely cares about doing good work You'll have flexibility: Hybrid work (mostly remote) means you save commute time, effort and money while still connecting with the team in person