Duplo is a Lagos-based fintech startup that enables businesses in Africa to automate their spend management, simplify cross-border payments, and control business finances all on one platform.
We want to make B2B payments as simple as P2P payment apps. Most business payments in Africa are made offline….yikes. We are on a mission to transform this. We are backed by top investors including Point Nine, Tribe Capital, Commerce Ventures, Liquid2 Ventures, Basecamp Fund, Soma Capital, YCombinator, Oui Capital, and others.
This is a unique opportunity. You'll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that will impact millions.
Responsibilities
Customer Onboarding & Enablement
- Lead onboarding and training calls for new customers using established playbooks.
- Guide customers through initial setup, configuration, and early product usage.
- Ensure customers complete key onboarding milestones within expected timelines.
- Provide follow-up support after onboarding to reinforce adoption and early value realization.
Customer Engagement & Support
- Act as a primary point of contact for inbound customer support via email and ticketing systems.
- Troubleshoot and resolve customer issues directly using product knowledge, documentation, and internal resources.
- Manage customer support tickets end-to-end using Zoho Desk, ensuring timely and clear communication.
- Identify patterns in customer issues and escalate complex, high-impact, or unresolved cases to Senior Associates or relevant internal teams.
- Communicate resolutions clearly to customers and confirm issue closure and satisfaction.
Journey-Based Customer Success Execution
- Support defined customer success journeys (e.g. onboarding, activation, early retention) rather than owning individual customer accounts.
- Monitor customer engagement signals such as usage trends, support volume, and training completion.
- Proactively flag churn risks, adoption gaps, and expansion signals to senior team members.
- Execute customer success playbooks consistently across assigned journeys.
Revenue & Commercial Support (Light Responsibility)
- Support renewal and expansion activities, particularly for customers closed end-to-end by interns.
- Assist with tracking renewal readiness, usage alignment, and customer sentiment.
- Participate in renewal or value conversations under guidance when required.
Knowledge Base & Documentation Ownership
- Create, update, and maintain knowledge base articles across assigned Duplo products.
- Document common support issues, onboarding steps, and troubleshooting guides based on real customer interactions.
- Continuously improve documentation clarity to enable customer self-service and reduce repeat support requests.
- Collaborate with internal teams to ensure documentation reflects current product functionality and workflows
Customer Success Operations
- Maintain accurate and up-to-date customer records in CRM
- Log customer interactions, support resolutions, onboarding progress, and key notes.
- Track customer journey milestones, engagement trends, and operational metrics.
- Ensure smooth internal visibility into customer status, risks, and ongoing issues.
Requirements
- Bachelor's degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related discipline.
- 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
- Experience in a SaaS, fintech, or technology company is an advantage.
- Experience supporting customers through onboarding or product implementation is preferred.
- Strong understanding of customer onboarding and customer lifecycle management.
- Ability to troubleshoot customer issues using documentation and internal tools.
- Experience using CRM, ticketing, project management, and customer reporting tools like Zohodesk, Hubspot, Metabase would be an added advantage
- Ability to document processes and create customer-facing knowledge base articles.
- Good understanding of Microsoft Office or Google Workspace.
- Ability to interpret customer usage data and identify adoption trends.
Skills Required
- Bachelor's degree in Business Administration, Customer Service, Information Technology, Computer Science, or related discipline.
- 2-3 years of experience in Customer Success, Customer Support, Account Management, Operations, or a customer-facing role.
- Experience in a SaaS, fintech, or technology company.
- Experience supporting customers through onboarding or product implementation.
- Strong understanding of customer onboarding and customer lifecycle management.
- Ability to troubleshoot customer issues using documentation and internal tools.
- Experience using CRM, ticketing, project management, and customer reporting tools (e.g., Zoho Desk, HubSpot, Metabase).
- Ability to document processes and create customer-facing knowledge base articles.
- Good understanding of Microsoft Office or Google Workspace.
- Ability to interpret customer usage data and identify adoption trends.
What We Do
Duplo helps businesses seamlessly navigate the complexities of local and international payments, expense management, and foreign exchange. Rooted in Africa but built for global commerce, Duplo empowers businesses to streamline financial operations and thrive in today's fast-paced, interconnected economy, grow their global footprint, and capitalize on the growth of emerging markets. Our platform offers a comprehensive, end-to-end solution for businesses to better manage their financial operations and local and international payments. Our expense management tools enable finance teams to easily handle approvals, manage reimbursements, submit receipts, calculate taxes, and generate accurate reports—enabling businesses to automate their workflows and reduce errors. We also offer multi-currency wallets, allowing businesses to negotiate, exchange, and send multiple currencies in one place, making international transactions and cross-border trade between Africa, Asia, and other regions more efficient. Our AI-powered platform brings a new level of fraud detection to spend management, flagging unusual expenses and ensuring consistency. Additionally, our direct debit functionality allows businesses to manage payments directly from their bank accounts or their existing ERP solutions, creating a seamless payment experience. What sets Duplo apart is our comprehensive end-to-end finance operations and payments platform, creating a two-sided network that connects buyers and suppliers. Backed by licenses such as PSSP, FINTRAC, FINCEN 2025, and IMTO, Duplo ensures secure and compliant transactions across countries. As an early mover with experienced leadership, Duplo is positioned to deliver the tools businesses need to thrive in today’s interconnected world. With Duplo, businesses can take control of their financial operations and payments, eliminate errors and inefficiencies, and unlock new opportunities for growth.
