About the role

Organisations rely on Agoo and Agoo Forms every day, and the public uses Agoo Reviews and will soon use Amee and Atumpan. You'll lead how we help all of them, on WhatsApp, email and phone: quick first answers, a person when it matters, and every problem fed back so it doesn't happen again.

What you'll do

Hire and lead our support specialists, implementation specialists and National Service assistants
Design support with fast first replies and quick escalation to a person
Own our help centre and keep it accurate
Set response times, and meet them
Plan rotas, including shifts in the evenings and at weekends
Take the hardest escalations yourself
Turn what customers tell us into fixes, with product and engineering
Report on what people ask, how quickly we help and how they feel about it

What you'll bring

At least five years in customer support or customer experience, including two or more leading a team
Experience supporting software used by organisations
Support across WhatsApp, email and phone
Experience building and running a help centre
Comfort with support measures and what they really mean
Clear, warm written English
If you're a Ghanaian graduate: National Service completed, or exempt

Nice to have

A Ghanaian language as well as English
Supporting hardware in the field
Consumer app support at scale

How you'll work

Hybrid. You'll be based at our office at 10A Mega Street, Adentan, Accra, mostly with one day a week from home, agreed for the role.
Hours. Standard office hours.
This is a permanent, full-time role.
Reporting. You'll report to the founder.

How to apply

Apply on this page with your details and a link to your CV. A short note on why the role interests you is welcome.

What happens next: we read every application. If there's a fit, we'll invite you to talk with us, then ask you to do a short task based on the work, and we'll give you an answer either way.

We may use AI to summarise applications and check for missing details. A person reads and decides every application.

We welcome applications from everyone. In line with the Labour Act, 2003 (Act 651), we don't discriminate on grounds of gender, race, colour, ethnic origin, religion, creed, social or economic status, disability or politics. Applicants with disabilities are warmly encouraged to apply: if you need an adjustment to apply or to take part in any stage, tell us what you need and we'll arrange it.

How we handle your details is set out in our applicant privacy notice.

Customer Experience Lead