About the role

About RectIntel 

RectIntel Limited is a technology company operating at the intersection of software, AI, and digital transformation. We build products that solve real operational problems for organizations across Africa and around the world. Our flagship product is Attenda, an all-in-one event management and attendance tracking platform serving churches, schools, corporate organizations, manufacturers, and community groups. 

About Attenda 

Attenda is a full-suite platform that replaces the 6+ disconnected tools organizations currently juggle for event planning, ticketing, guest management, check-in, seating, and recurring attendance tracking. The platform features industry-aware presets for Religious, Academic, Corporate, Manufacturing, and Community organizations, Paystack-powered payments, multi-channel communications (Email, SMS, WhatsApp), QR check-in, seating chart builder, automation engine, and 11 integrations. 

Role Overview 

We are hiring a Customer Success & Technical Support Specialist to be the primary point of contact for Attenda users after they sign up. You will own the post-sale customer experience — from onboarding new organizations and training users to resolving technical issues, reducing churn, and driving product adoption. This role blends customer support, technical troubleshooting, and customer success management. You are the voice of the customer inside RectIntel and the face of RectIntel to every user who needs help. This is a foundational hire: you will define how we support, retain, and grow our customer base. 

Key Responsibilities 

Customer Onboarding & Success 

• Guide new customers through Attenda setup, helping them select the right industry preset (Academic, Corporate, Manufacturing, Religious, Community), configure their organization structure, and import their first members or guest lists. 

• Conduct onboarding calls and training sessions (virtual) tailored to each customer's use case — walking a church admin through attendance tracking, showing a school how to manage class rosters, helping an event planner set up ticketing and seating. 

• Develop and maintain onboarding playbooks, video tutorials, help articles, and FAQ documentation. 

• Proactively monitor customer health metrics (login frequency, feature adoption, event creation rate) to identify at-risk accounts and intervene before churn. 

• Drive product adoption by educating customers on underutilized features — automations, co-planning, integrations, scheduled reports, dynamic pricing. 

• Manage customer renewals and identify upsell and expansion opportunities within existing accounts. 

Technical Support 

• Serve as the first line of support for all Attenda-related technical inquiries via email, WhatsApp, live chat, and phone. 

• Troubleshoot user issues across the platform — event creation, ticketing and payments (Paystack), QR check-in, seating charts, attendance recording, notification delivery, and integrations. 

• Diagnose and escalate bugs or platform issues to the engineering team with clear reproduction steps, screenshots, and user context. 

• Help customers troubleshoot integration issues with Google Calendar, Microsoft 365, Zoom, Slack, WhatsApp Business, and other connected services. 

• Maintain and update the internal knowledge base with solutions to recurring issues and workarounds. 

• Track and categorize support tickets to identify patterns and inform product improvements. 

Customer Advocacy & Feedback 

• Serve as the voice of the customer to the product and engineering teams — surfacing feature requests, pain points, and usability feedback in a structured and prioritized manner. 

• Collect and document customer testimonials, case studies, and success stories for use by the sales and marketing teams. 

• Build strong relationships with key accounts and power users, turning them into product advocates and referral sources. 

• Contribute to community-building efforts — managing user forums, WhatsApp groups, or online communities where Attenda users share best practices. 

Requirements 

• 2-3 years of experience in customer support, technical support, customer success, or a related client-facing role — preferably in SaaS, tech, or digital products. 

• Strong technical aptitude with the ability to quickly learn and deeply understand a software platform (you don't need to code, but you need to think like someone who can). 

• Exceptional written and verbal communication skills — you will write help articles, respond to tickets, and conduct training calls daily. 

• Experience supporting non-technical users and explaining software concepts in simple, clear language. 

• Comfort with multi-channel support — email, WhatsApp, live chat, and video calls. 

• Empathetic, patient, and solution-oriented mindset — you genuinely enjoy helping people solve problems. 

• Strong organizational skills with the ability to manage multiple open tickets and customer relationships simultaneously. 

• Based in Nigeria with availability to support customers during Nigerian business hours (with flexibility for evening or weekend events support when needed). 

• Familiarity with Support and CRM tools (Intercom, Freshdesk, Zendesk, HubSpot, or similar). 

Nice-to-Have 

• Experience supporting SaaS products used by event planners, religious organizations, schools, or HR teams in Nigeria. 

• Familiarity with event management, ticketing, or attendance tracking workflows. 

• Experience creating help documentation, video tutorials, or training content. 

• Background in community management or managing user WhatsApp/Telegram groups. 

• Understanding of payment platforms (Paystack, Flutterwave) and common payment-related support issues in the Nigerian market. 

• Experience with QR code technology, calendar integrations (Google Calendar, Outlook), or webhook-based automation. 

• Basic understanding of web applications (how APIs work, what a webhook is, browser DevTools for screenshot-based debugging). 

• Previous experience at an early-stage startup where you helped build the support function from scratch. 

What We Offer 

• Competitive salary (NGN) with performance-based bonuses tied to customer retention and satisfaction metrics. 

• Equity consideration — this is a foundational hire with real ownership potential. 

• Remote-first work with flexible hours and autonomy. 

• Direct access to the founding team and influence over product direction through customer feedback. 

• Opportunity to define and build the entire customer success function at a growing company. 

• Annual learning and development budget. 

• The satisfaction of helping African organizations modernize how they manage events and track attendance. 
  

How to Apply 

Submit your application on Nubeero Jobs under RectIntel