Technical Customer Support Officer

Smartcomply Group

Nigeria | Kenya

Remote · Full-time

Role Purpose

The Technical Customer Support Officer serves as the primary operational and technical product support anchor for Seequre clients. Bridging the gap between client stakeholders and Smartcomply's internal Product, Engineering, and Compliance Support teams, this role ensures seamless customer onboarding, smooth navigation of compliance and audit workflows within the Seequre platform, and proactive account management.

This role owns the post-sales client lifecycle—driving product adoption, resolving technical and functional blockers, maintaining rigorous follow-through, and safeguarding retention and renewal readiness.

Department: Operations Reporting to: Operations Manager/SVP Operations Location: Central / Regional Operations (Nigeria, Kenya) Role type: Individual Contributor

Key Responsibilities

Customer Onboarding & Compliance Workflow Enablement

  • Lead structured post-sales onboarding for new Seequre clients, guiding them through platform setup, framework selection, and compliance and audit workflows such as ISO, PCI-DSS, NDPA, SOC 2, and endpoint/vulnerability readiness.
  • Conduct product walkthroughs, training sessions, and presentations for client compliance, IT, and executive teams.
  • Partner with Operations and Compliance Support to keep client audit milestones on track.

Technical Product Support & Issue Resolution

  • Serve as the frontline technical product support contact, diagnosing functional, configuration, and workflow issues before escalating confirmed bugs to Product and Engineering.
  • Log, track, and manage support tickets in line with SLAs, keeping clients informed through resolution.
  • Turn recurring customer friction points and feature requests into actionable feedback for Product and Engineering.

Proactive Account Management & Commercial Lifecycle

  • Manage a portfolio of Seequre accounts through regular health checks, platform-utilization tracking, and proactive response to adoption risks.
  • Partner with Accounting and Operations to track renewals, identify expansion opportunities, and support billing and renewal cycles.
  • Maintain audit-ready CRM records, account health logs, and customer success reports.

Cross-Functional Coordination & Data Governance

  • Coordinate across Product, Engineering, Compliance Support, Operations, and Accounting to deliver a unified client experience.
  • Handle sensitive client environments, PII, commercial pricing, and audit documentation according to information security and data privacy policies.

Key Performance Indicators

  • Achieve 100% on-time onboarding of assigned clients and active compliance workflow usage within agreed timelines.
  • Maintain at least 95% SLA compliance on frontline support tickets, with documented root-cause handoffs to Engineering.
  • Complete all scheduled client check-ins and maintain zero overdue action items.
  • Flag renewals and expansion opportunities 60–90 days before contract expiry and minimize preventable churn.
  • Keep CRM records and ticket logs fully up to date and provide weekly operational reporting.

Qualifications

  • Bachelor's degree or HND in Computer Science, Information Technology, Cybersecurity, Information Systems, Business Administration, Risk Management, Accounting, or a related discipline.
  • 1–3 years of hands-on experience in Customer Success, Technical Product Support, Compliance, or GRC, ideally supporting B2B or technical enterprise clients.
  • Understanding of compliance and audit workflows in SaaS/GRC platforms; familiarity with Seequre or similar cybersecurity/compliance platforms is advantageous.
  • Proficiency with Google Workspace, CRM platforms, and ticketing/workflow tools.
  • Ability to troubleshoot product issues, interpret basic system/user errors, and communicate with non-technical users and engineers.
  • Strong written, verbal, and presentation skills; empathy, attention to detail, ownership, and reliable follow-through.
  • Customer Success or Conflict Management training/certification is an added advantage.

Benefits & Compensation

At Smartcomply, we reward discipline, ownership, and measurable execution—ensuring our people are well-supported to build long-term careers in Africa's fast-growing cybersecurity and regulatory technology space.

  • Annual net salary: NGN3,000,000 - NGN3,600,000
  • Performance-Driven Bonuses: Structured performance bonuses tied directly to delivery excellence, client retention, and measurable outcomes.
  • Comprehensive Health Cover (HMO)
  • Statutory Pension Contributions
  • High-Impact Learning & Exposure: Direct hands-on exposure to enterprise cybersecurity, GRC, and regulatory compliance workflows across leading organizations in Nigeria, Kenya, and beyond—working alongside sharp product, engineering, and audit specialists.
  • Merit-Led Growth Culture: Operate within an environment anchored on Speed With Discipline, Own the Outcome, and Humble Excellence, where high performers who "show their workings" unlock clear career progression across Smartcomply's ecosystem.

Commitment to Diversity

Smartcomply is an equal opportunity employer. We believe diverse teams build stronger companies and better products. We welcome qualified candidates from all backgrounds and value international perspective, cross-cultural leadership, and experience building technology for different markets.