You'll sit between our Customer Experience team and our product roadmap — writing the macros, building the training, and shaping the tools that let a Lab Advisor answer a worried patient's question in seconds instead of minutes.
Key Responsibilities
Design onboarding and ongoing training for Lab Advisors
Build and maintain our macros, help-center articles, and escalation playbooks
Analyse support tickets to find recurring friction and fix it at the root
Partner with Product on tooling that makes advisors faster and more accurate
Track and report on CSAT, first-response time, and resolution time
Qualification
3+ years in customer experience operations, training, or enablement
Comfortable working inside a helpdesk tool (Zendesk, Intercom, or similar)
Strong writer — able to turn a messy process into a clear playbook
Healthcare or regulated-industry experience is a plus
Benefits
Competitive salary
Free comprehensive health testing for you and one dependent
Health insurance (HMO) from day one
Hybrid schedule — three days in our Lagos office, two remote