- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Location:
- Lagos, Lagos, Nigeria
- Experience:
- 5 years
VIOLET OMOLARA AJULO
Customer Success & Client Services Specialist | Remote & International Roles
Nigeria, Remote · Open to fully remote / EMEA / worldwide opportunities
SUMMARY
Customer Success and Client Services Specialist with 4+ years of experience across fintech, e-commerce, SaaS, and
technical support. Proven expertise in managing the customer lifecycle from onboarding to retention, and
collaborating cross-functionally to drive satisfaction, adoption, and renewal. Experienced in using AI tools (ChatGPT,
Gemini, DeepSeek) and CRM platforms to automate workflows, improve client health, and deliver scalable support
for global teams. Experienced in supporting clients across 20+ countries in fully remote, asynchronous environments.
Passionate about operational excellence, client satisfaction, and building scalable support processes.
CORE COMPETENCIES & TOOLS
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Client Onboarding & Lifecycle Management | Customer Retention & Renewal
Escalation & Incident Management | Workflow Optimisation & Process Improvement
Enterprise Client Support & Compliance | Account & Relationship Management
Cross-functional Collaboration (Sales, Ops, Product, Payroll, Engineering, Marketing)
SaaS Platforms & CRM Tools: Zendesk, Intercom, Gorgias, Shopify, Meta Business Suite
Data Accuracy & CRM Optimization | Knowledge Base & Self-Service Tools
AI & Automation in Support (ChatGPT, Gemini, DeepSeek)
Tools: Slack, Jira, Asana, Monday.com, Trello, Google Workspace, Microsoft 365, ChatGPT, Gemini, DeepSeek
SELECTED ACHIEVEMENTS
● Delivered 90%+ customer satisfaction (CSAT) across global interactions by combining empathy,
problem-solving, and proactive communication.
● Guided enterprise clients through compliant onboarding workflows, ensuring smooth activation for
employees across multiple regions.
● Resolved executive-level escalations within 24 hours for fintech clients, preventing potential churn and
preserving key accounts.
● Designed and documented onboarding FAQs and knowledge bases, reducing support ticket volume by 40%
and improving SLA compliance.
● Improved issue resolution time by 35% through structured escalation workflows and stronger collaboration
with Product and Ops teams.
● Managed customer communications across 20+ countries and time zones, maintaining consistency,
compliance, and client satisfaction.
● Recognized for exceptional empathy and clear communication, frequently converting dissatisfied users into
loyal, returning customers.
PROFESSIONAL EXPERIENCE
THEKIDDOSPACE
REMOTE
Lead Customer Support Representative,
September 2023 – Present
● Delivered email and social media support for customers across 20+ countries using Shopify and Gorgias.
● Managed onboarding and post-sales queries via Meta Business Suite, achieving a 90% satisfaction rate in the
first 3 months.
● Collaborated with operations and logistics to streamline workflows, reducing response times by 20%.
● Guided new customers through setup and activation, improving product adoption and retention rates.
KLASHA TECHNOLOGIES
REMOTE
Customer Success Executive
December 2022 – August 2023
● Acted as primary liaison for fintech clients, managing onboarding, service delivery, and escalations to ensure
a seamless customer lifecycle.
● Reduced churn by 15% by addressing pain points and implementing retention-focused onboarding workflows.
● Partnered with Product and Engineering to translate VOC insights into roadmap priorities, improving
customer health and renewal readiness.
● Designed and implemented Jira-based bug triage workflow, reducing resolution times by 35%.
TEK EXPERTS
LAGOS, NIGERIA
Technical Support Advocate
December 2021 – December 2022
● Resolved Tier 1/2 enterprise technical cases for global clients, ensuring SLA compliance.
● Documented recurring issues, reducing repeat incidents by 30%.
● Escalated complex cases to SMEs, maintaining high satisfaction for key enterprise accounts.
SUNKING (FORMERLY GREENLIGHT PLANET)
LAGOS, NIGERIA
Technical Customer Service Representative,
November 2020 – December 2021
● Led customer onboarding and post-sales support through Zendesk, improving first-time activation rates.
● Resolved 80%+ of escalated cases, contributing to a 56% increase in collections.
● Coordinated priority shipments, consistently meeting customer deadlines.
JUMIA NIGERIA
LAGOS, NIGERIA
Customer Service Agent
October 2019 – November 2020
● Managed live chat and email queues with a 95% satisfaction score.
● Supported onboarding and troubleshooting for e-commerce customers, ensuring smooth activation.
● Collaborated with logistics teams to meet strict delivery timelines and enhance customer satisfaction.
EDUCATION & CERTIFICATION
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Master’s in Information Management — Ahmadu Bello University -)
Product Management Blueprint Certification — ProductDive (2024)
B.Sc. Anatomy — Olabisi Onabanjo University -)
National Diploma — Gateway Polytechnic -)
Google IT Support Professional — Coursera/Google (2022)
REMOTE WORK ELIGIBILITY
● 2+ years of experience in fully remote, async global teams.
● Eligible and available for worldwide remote roles (Ireland/UK/EMEA & Global).
