CX Enablement Specialist
AI summary
Bumpa is hiring a CX Enablement Specialist in Lagos, Nigeria, to own the external Help Center, train support representatives, run quality assurance, and improve documentation and workflows. This full-time ICT/e-commerce role requires a bachelor's degree and strong technical knowledge, with a focus on metrics, ticket quality, and reducing support friction.
- Own the external Help Center and internal support documentation.
- Train new hires and run coaching sessions on tone, policies, and workflows.
- Conduct ticket quality reviews and surface coaching opportunities.
- Full-time role in Lagos, Nigeria, in ICT/e-commerce.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in internship, part_time, technologyThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest CX Enablement Specialist evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Bumpa and the role in Not specified.
- Add concrete examples related to internship, part_time, technology, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this CX Enablement Specialist role in internship, part_time?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Bumpa before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Commerce is becoming ever more digital, the way we sell, buy and exchange value is changing faster than ever. Buyers want more convenient ways to buy, pay for products/services, and engage businesses while Sellers want more control over how they sell, manage their business, engage their customers, and collect customer data. Read more about this company CX Enablement Specialist Job Type Full Time Qualification Experience: Location Lagos Job Field ICT / Computer We’re looking for a proactive and detail-oriented CX Enablement Specialist to join our team. This role focuses on ensuring our success team has clear, accurate knowledge and up-to-date training. This is a metrics-driven, impact-focused role where success is measured by how effectively you improve team performance, elevate ticket quality, and reduce friction across support operations. You’ll play a key role in keeping processes clear, documentation reliable, and the team confident in delivering high-quality customer interactions. You will own the external Help Center, ensuring content is simple, useful, and easy for customers to navigate. Internally, you’ll support team readiness by training new hires and keeping the team up to date on product releases, updates, and workflows. You will also support quality assurance by reviewing customer interactions, identifying gaps in tone, resolution and accuracy, and feeding insights back into training, content, and process improvements. You’ll act as a bridge between insights and execution, turning customer and team feedback into improvements across documentation, team training, and processes. Job Details Knowledge Base & Content Ownership Own and maintain the external Help Centre and internal support documentation, including macros, workflows, and SOPs. Ensure knowledge content is accurate, up-to-date, and easy for the team to apply. Identify recurring gaps in documentation and proactively close them. Partner with Product and other relevant teams to reflect new changes in support content. Training & Team Enablement Support onboarding and ramp-up of new Representatives and team members. Develop lightweight training materials, guides, and refreshers for the team. Run coaching sessions and workshops on key topics (tone, policies, workflows). Ensure consistent understanding and execution across shifts and agents. Quality Assurance Conduct regular ticket quality reviews to ensure adherence to tone, accuracy, promptness and standards. Surface coaching opportunities and quality trends to Leads and Managers. Help define and improve QA processes as the team scales. Continuous Improvement & Feedback Loops Identify recurring customer pain points and operational inefficiencies. Share insights and recommendations for improvement with CX Leadership. Contribute to process improvements that increase both efficiency and customer experience. Stay close to real support work by handling a small number of tickets when needed. Expected Outcomes Support documentation is reliable, clear, and consistently used by the team. New hires ramp faster with stronger confidence and fewer repeated mistakes. Ticket quality improves over time, with consistent tone and decision-making. QA insights translate into coaching, training, and operational improvements. CX Leaders spend less time correcting basics and more time leading strategically. Requirements: Bachelor's degree in any field (relevant experience: a plus) Strong technical knowledge and understanding of e-commerce or similar platforms Excellent critical thinking, organisational and problem-solving skills Exceptional written and verbal communication skills, with an eye for tone Comfortable with data: reading dashboards, spotting trends, and proving a change actually worked Confidence facilitating a room of mixed-seniority colleagues Calm and professional demeanour under pressure Empathy, patience, and a track record of exceeding expectations Experience: in a QA, training, knowledge management or customer support role (preferred) Passion for helping other people get better at their jobs Ability to build strong working relationships quickly across teams Metrics-driven mindset with a proven ability to meet and exceed performance goals. Interested in building a career with a growth-oriented company Familiarity with tools like Freshdesk, CRM software, Slack, and Google Suite is a plus. Check how your CV aligns with this job Method of Application Interested and qualified? Go to Bumpa on getbumpa.seamlesshiring.com to apply Build your CV for free. Download in different templates.