Customer Relationship Manager Abuja

Whot Studios Limited is a fast-growing Nigerian gaming and digital studio building products at the intersection of entertainment, technology, and financial empowerment. Our flagship product, Whot Africa, is a competitive mobile card game where players can win real cash rewards, bringing Africa's most beloved card game into the digital age. We are a growing team moving fast and building for the continent. We are  recruiting to fill the position below:

 Job Title: Customer Relationship Manager

Location: Abuja (FCT)

Employment Type: Full-time Job Summary

The Customer Relationship Manager will provide timely, professional, solution-focused support to Whot Studios customers and players across multiple communication channels. The role requires strong communication skills, active listening and the ability to understand customer issues, troubleshoot effectively and follow through until resolution. The Customer Relationship Manager will also serve as an important link between customers and internal teams by identifying recurring issues, documenting customer feedback and providing insights that can improve the Whot Studios products and overall customer experience.

Respond promptly and professionally to customer enquiries through calls, email, live chat, WhatsApp, social media and other approved channels. Assist customers with account creation, login issues, password resets, account settings and other account-related concerns. Provide support for issues relating to the Whot Africa app, games, features, payments, rewards, tournaments and other product-related enquiries. Troubleshoot customer issues by asking relevant questions, understanding the actual problem and providing appropriate solutions. Ensure every customer interaction is handled with professionalism, patience and empathy. Take ownership of customer issues rather than simply responding to enquiries.

Follow up with customers after providing support to confirm that their issues have been fully resolved. Monitor unresolved and recurring customer issues and ensure appropriate follow-up. Identify opportunities to improve customer satisfaction, engagement and retention. Gather customer feedback and communicate relevant insights to the appropriate teams. Advocate for customer needs and recommend improvements based on recurring customer concerns. Support initiatives aimed at improving customer loyalty and reducing customer churn.

Maintain accurate records of customer enquiries, complaints, actions taken and resolutions. Ensure all relevant customer interactions are properly documented on the approved customer service platform. Prepare regular reports highlighting customer issues, recurring complaints, resolution trends and customer feedback. Monitor customer service conversations to identify gaps in communication, service delivery or product experience. Escalate complex, unresolved or recurring issues to the appropriate team.

Product Updates, Promotions & Community Engagement:

Stay informed about new Whot Studios products, features, updates, tournaments, promotions and campaigns. Communicate relevant product updates and promotions to customers. Encourage customers to participate in approved events, promotions, contests and testing activities. Support customer engagement initiatives that strengthen the Whot Studios community.

Policy, Privacy & Process Compliance:

Follow approved customer service processes, policies and escalation procedures. Handle customer information responsibly and maintain confidentiality at all times. Ensure customer interactions comply with company policies and applicable privacy requirements. Maintain up-to-date knowledge of Whot Studios products, services, policies and customer service procedures.

Work closely with the Product and Technical teams to resolve customer issues. Provide internal teams with clear information when escalating customer complaints or technical issues. Identify patterns in customer complaints that may indicate product, technical or operational issues. Participate in team meetings and contribute customer insights and suggestions for improving service delivery.

Participate in customer service, product and technology training sessions. Stay updated on changes to Whot Studios products, tools and customer service processes. Share knowledge, customer insights and best practices with other members of the team. Continuously improve communication, troubleshooting and customer service skills.

Provide regular updates to the CEO and HR on customer issues and service trends. Report unresolved and high-priority customer complaints promptly. Maintain clear and professional communication with customers, colleagues and management. Contribute to weekly and monthly customer service reports and reviews.

Candidates should possess a Bachelor's Degree Minimum of 4 years' experience in customer service, customer support, client relations or a related role. Experience supporting customers through multiple channels including live chat, WhatsApp, email and phone. Experience with customer service platforms such as Zoho SalesIQ, CRM or similar tools is an advantage. Strong written and verbal communication skills. Strong active listening and problem-solving skills. Ability to troubleshoot customer issues and ask appropriate follow-up questions. Strong attention to detail and documentation skills. Ability to remain calm, patient and professional when handling difficult customers. Good understanding of digital products, mobile applications or gaming platforms is an advantage. Ability to work collaboratively with technical and non-technical teams. Must be comfortable working in a fast-paced environment.

The ideal candidate is customer-focused, patient, proactive and solution-oriented. They should understand that responding to a customer is not the same as resolving a customer's problem. They must be willing to take ownership, follow up, escalate appropriately and ensure the customer receives a satisfactory resolution.

20th September, 2026. How to Apply

Interested and qualified candidates should send their relavant CV to: [Email hidden - Login to reveal] using the  Job Title as the subject of the email.