After-Sales Support Executive (Paygo Phones)

Location: Onsite in Lagos, Nigeria

Company

hirify.global is an off-grid solar energy company combining solar products, fintech-enabled PAYG financing, appliances, smartphones, and field operations to expand energy access.

What you will do

• Manage the end-to-end process for returned mobile devices, including diagnosis, quality control, repair, refurbishment, replacement, and recycling.
• Resolve warranty claims and service tickets accurately and within required timelines.
• Analyze returned devices and identify root causes to reduce No Trouble Found rates.
• Train and certify service center and partner staff on product knowledge, troubleshooting, warranty policies, and replacement processes.
• Develop and enforce SOPs, improve and automate after-sales processes, and enhance customer support portals.
• Manage refurbishment and waste-management vendors, oversee compliance and invoicing, and report on operational KPIs.

Requirements

• 5+ years of experience in a technical after-sales role within the mobile phone industry, such as with a handset manufacturer, service center, or major retailer.
• Strong expertise in mobile phone repair, troubleshooting, and quality control.
• Ability to interpret data, identify trends, and generate actionable insights.
• Excellent verbal and written communication skills, with the ability to adapt information for different audiences.
• Strong customer-service, organizational, critical-thinking, problem-solving, and efficiency skills.

Culture & Benefits

• Professional growth in a rapidly expanding, high-social-impact industry.
• Open-minded and collaborative environment focused on innovation and social and environmental impact.
• Multicultural experience with colleagues from different geographies and backgrounds.
• Structured learning and development programs through the Sun Center for Leadership.