About the role
The combined Support, Moderation and Engagement team runs LekeeLekee on a 24-hour cover. Every new product or feature we ship lands on this team first. This role owns training them so the front line knows what to do before users start asking.
What you will do
- Translate product changes into runbooks, scripts and ride-along sessions covering Wallet, Calling, Live, Ad Manager and Marketplace as each new surface lands
- Run new-hire onboarding for the team, plus targeted refresh sessions on tricky topics (KYC, complaint handling, escalation paths)
- Sit alongside product and engineering during release planning so the team is not caught off guard by a feature on launch day
- Own the team knowledge base: keep it current, searchable, and trusted as the source of truth
Reports to: Content Moderation & Engagement Officer.
Who we are looking for
- 3 to 5 years training, quality-assurance or learning-and-development experience in a support, contact-centre or online platform setting
- Strong written communication; you can write a runbook a junior agent can follow without follow-up questions
- Comfortable working with engineering and product to understand new features and translate them for an operations audience
- Calm under pressure; willing to be on shift bridge calls when something goes wrong
- Remote, with London or Lagos available for the right candidate; we are global in outlook and run a 24-hour rotation across Europe, Africa, Asia and Latin America