Customer Support Lead

We are looking for a Customer Support Lead to manage the support experience for all Eji Tech Life Services clients and end-users across our ERPNext implementations, imprexi-template sites, and SaaS products.

As our first dedicated support hire, you will build the support function from the ground up — defining processes, managing the ticket system, and setting the standard for how we treat clients after go-live.

What you will do

• Own the first-line support inbox and ticket queue for all client issues
• Triage, resolve, or escalate issues to the technical or implementation team
• Build and maintain a client-facing knowledge base and FAQ system
• Track support metrics: response time, resolution time, and satisfaction scores
• Identify recurring issues and work with the technical team to fix them at the root
• Onboard new clients and ensure smooth handover from the implementation team
• Manage WhatsApp-based support channels for clients on our platform

What we are looking for

• 2+ years in a customer support or helpdesk role, ideally in a tech or SaaS company
• Strong written and verbal communication — patient, clear, and empathetic
• Able to learn and explain technical systems to non-technical users
• Experience with ticketing systems or CRM tools
• ERPNext or Frappe familiarity is an advantage
• Nigeria-based, remote-friendly

Eji Tech Life Services is a digital transformation agency helping Nigerian and West African SMEs implement ERPNext, automate workflows, and build sustainable business systems.