Customer Support Specialist

Network Nation Nigeria (NNN) is the Nigerian subsidiary of Network Nation, a multi-utility management platform with operations across Nigeria, the UK and Kenya. Plenty of companies offer similar utility management services-what sets us apart, and what keeps customers with us as they grow, is the experience they get along the way.

We're looking for a Customer Support Specialist to deliver that experience, day in and day out. In practice, that means owning tickets and issues as they come in-but it also means resolving problems well, responding with clarity, and helping customers use the platform effectively so fewer issues come up in the first place. This is frontline, hands-on work, and how well we show up in these moments is a big part of why customers stay. As we invest in better systems, tools and processes, the role should become progressively less about firefighting and more about proactively keeping customers set up for success.

• Proactively monitor Network Nation's platform health, catching risks and potential issues before they reach the customer
• Own incident management when things go wrong-coordinating a fast, thorough response and following it through to a lasting fix, not just a quick patch
• Investigate the root cause behind recurring issues and flag broader platform, process or operational risks early, always through the customer's lens, to protect uptime and their overall experience
• Suggest cost-effective ways to scale support's operations as the customer base grows
• Manage day-to-day tickets across your portfolio, taking ownership of each issue and working through it methodically, drawing on a working technical understanding of Network Nation's products and system architecture
• Help customers get the most value out of Network Nation's products, recommending the features and workflows that fit their needs
• Track the support metrics that show how well your portfolio is being served-CSAT, response times, resolution rates and recurring issues
• Follow Network Nation's customer service policies and procedures, and help improve them-flagging where better tools or processes would prevent issues rather than just resolve them faster
• Contribute to user education materials-guides, FAQs, onboarding content-that help customers resolve simple issues independently
• Work with the right internal teams-engineering, product, systems engineering and commercial-receiving and acting on their feedback to resolve issues and improve the platform, always balancing the customer's experience against the business's goals and priorities

• Bachelor's degree or equivalent experience in engineering, business management, or a related field
• 5+ years in a customer support role, ideally within utility metering, fintech, or energy tech
• A self-starter with real internal agency-you spot what needs fixing and act on it, rather than waiting to be told
• A critical thinker who works through problems systematically, from root cause to lasting fix, always with the customer's experience front of mind
• Organised and detail-oriented enough to manage a large, high-volume portfolio without things slipping
• Adaptable, with a track record of thriving in a fast-moving, resource-lean environment
• A strong communicator, confident acting as a bridge between customers and internal technical and commercial teams

• Mission-driven work bringing modern, dependable utility management to underserved markets
• Own a role the business considers central to retention-support quality is a big part of why customers stay with us
• Manage a real portfolio from day one, with a clear path to grow into a larger or more senior support scope as the team expands
• Work with a diverse, local and global team to solve real problems in a sustainable way
• Join a Customer Success function early enough to help shape how day-to-day support scales
• Be a genuine voice in shaping the customer's full journey
• We're a fun, nimble team. We stay humble, hungry, and full of agency as we solve hard and important problems.