Remote Customer Success Associate; Technical

Remote Customer Success Associate (Technical Based Only)

Gem Commerce is seeking an experienced Customer Success Associate to join its growing team. This full-time remote role focuses on providing technical support to corporate customers worldwide, ensuring ticket resolution, customer satisfaction, and seamless product usage.

• Job Title:
  
  Remote Customer Success Associate (Technical Based Only)
• Company:
  Gem Commerce
• Salary:
  Up to ₦ per month (negotiable)
• Contract Type:
  Full-Time
• Hours:
  
  Night shifts (UTC+7):
  • Sunday–Thursday, 9:00 PM–6:00 AM
  • Tuesday–Saturday, 9:00 PM–6:00 AM
• Department:
  Customer Success / Technical Support

Gem Commerce is a fast-growing SaaS and e-commerce solutions provider, helping businesses worldwide optimize their online presence. With a focus on innovation, customer-centricity, and agile workflows, Gem Commerce empowers its teams to deliver world-class products and services in a collaborative environment.

The Customer Success Associate will provide technical support to customers via live chat, troubleshoot product-related issues, and conduct technical walkthroughs. The role requires strong technical knowledge, excellent communication skills, and the ability to manage customer relationships effectively.

• Address customer inquiries and issues, escalating complex cases as needed
• Diagnose, troubleshoot, and resolve technical issues via live chat
• Conduct technical walkthroughs and demos to assist customers in product usage
• Document case information and update the Product Knowledge Base
• Identify upselling or cross-selling opportunities based on customer needs
• Collaborate with internal teams to improve customer satisfaction and retention

• English proficiency at C1 level (CEFR) or IELTS 7.0 equivalent
• Minimum 1+ years’ experience with Shopify, HTML & CSS, UI/UX, or page builder tools in SaaS/e-commerce
• Strong customer success mindset and ability to handle critical situations calmly
• Excellent interpersonal skills and ability to build relationships across diverse personalities
• Ability to evaluate, troubleshoot, replicate, and document customer issues
• Background as a product designer, web designer, or web developer (customer support experience not required)

• Salary up to ₦ per month (negotiable)
• Professional training in product and customer success skillsets
• Remote work flexibility
• Opportunity to work directly with international customers and colleagues
• Collaborative and supportive environment with young, passionate colleagues
• Clear and scientific Agile framework across company workflows
• Career growth in one of the fastest-growing industries

Gem Commerce is committed to diversity, inclusion, and equal opportunity. Applications are welcomed from all qualified candidates regardless of background.

Not specified. Early applications are encouraged due to high interest in this position.