Customer Success Expert at GoLemon

Customer Success Expert at GoLemon

• Position: Customer Success Expert
• Location: Remote (with occasional in-person work in Lagos, Nigeria)
• Type: Full-time
• Application deadline: Sunday, September 22 (midnight)

About GoLemon

GoLemon is an online store that delivers groceries and home essentials to customers’ doorsteps. We’re a customer-first startup, committed to delivering smooth, seamless, and delightful experiences to customers every time they interact with us. We’re growing fast, and looking for someone who’s ready to grow with us!

What you’ll do

• Be the voice of GoLemon: Engage with customers via live chat, email, phone calls, and social media. You’ll be the first point of contact, representing GoLemon’s commitment to exceptional service
• Solve problems with grace: Whether it’s a simple query or a complex issue, you’ll resolve customer concerns efficiently and with empathy, ensuring they leave every interaction satisfied
• Social media support: You’ll handle customer inquiries on social media, so a good understanding of social platforms and the ability to respond thoughtfully and promptly is essential
• Document everything: You’ll keep detailed records of all customer interactions, ensuring our encounter database is up-to-date and accurate
• Spot patterns & innovate: You’ll be on the lookout for recurring issues, bringing your observations to the team so we can find long-term solutions

Who we’re looking for

• Pro-customer: You’re driven by the desire to make customers happy, and you approach every interaction with empathy and understanding. By default, you ask yourself: “what experience would I like as a customer?”
• A clear communicator: You can write and speak very clearly, making it easy for customers and your teammates to understand you. Your responses are always thoughtful and well-constructed
• A hard worker: You’re not afraid of a challenge, and you’re ready to handle increased (but fair) support volumes without breaking a sweat
• Curious & smart: You’re always looking for the bigger picture and eager to solve problems before they escalate
• Reliable: You have good judgment and can make decisions confidently, knowing they align with GoLemon’s values
• Experienced: Ideally, you’ve worked in customer support before, especially in a customer-facing company, so you’re familiar with the basics and ready to hit the ground running. It’s okay if you haven’t. Additionally, you should not be a student as of the time of application.

What We Offer

• Comprehensive health insurance package
• Monthly grocery stipend
• Devices and resources to do your work — laptop, data stipend, etc.
• Ongoing professional development opportunities (online courses, fireside chats with Customer Support leaders)
• Exciting career growth potential in a rapidly expanding company

How to Apply

A . Fill out this application →

B. Kindly answer the following questions, and put all your answers in one PDF doc which you’ll upload via the application link above.

1. A glitch in GoLemon’s payment system has caused multiple customers to be overcharged. Many customers are demanding immediate refunds and compensation.

How would you deal with this issue, end-to-end?

Also, write a personal response to a particularly irate customer who is accusing us of fraud, and demanding significant compensation. Explain what happened and the steps being taken to fix it.

2. A long-term customer is very disappointed because their favourite products are often out of stock. They mention that they’re going through a tough personal time and that they usually rely on GoLemon as a bright spot in their day, but the recent issues have added to their stress.

Draft an email response that shows empathy, reassures the customer, and offers a substantial goodwill gesture to them.


3. You have a monthly budget of N75,000 to use for customer satisfaction initiatives like discount vouchers, free deliveries, special offers, and other expenses at your discretion.Create a plan on how to use this budget to address customer complaints, and enhance customer loyalty. Also include specific examples of how and when you would use the budget.
4. Customers often reach out to us via social, so it’s helpful (but not absolutely required) if you have experience handling public-facing queries from social. If you do, or if you’ve simply managed social media for a brand before, please share the relevant handles (if you can), with one-liners describing how you were responsible for each business’ presence or customer support on social.

Apply Here

What happens next?

After you submit your application, we’ll review all submissions and get back to you within 7 days. If you’re shortlisted, you’ll be invited to complete a short assessment and, if successful, proceed to an interview. We aim to have the final candidate selected within 2 weeks of the application deadline. We’ll keep you updated throughout the process, so you know exactly where you stand.

If you have any question, please reach out to the Hiring Manager via [email protected]

Thank you for your time 💚