Dispute Agent

The role

When a deal goes wrong, the Dispute Resolution Agent is the person in the middle. You'll work disputes over WhatsApp listening to both sides, gathering the evidence, applying our resolution playbook, and deciding where the money goes. You are not a referee picking a favourite. You're the calm, neutral person who follows the evidence and the rules, communicates the outcome clearly, and keeps both parties confident that the process is fair even when they don't get what they wanted.

This is a high-trust role. You'll be making decisions about other people's money every single day.

What you'll do

• Manage live disputes end-to-end over WhatsApp, from first complaint to final resolution
• Gather and weigh evidence, tracking numbers, timestamps, delivery scans, condition photos and base every decision on what can be verified, not on tone or persuasion
• Apply our dispute playbook consistently, including return-leg and tamper-check rules, and know when to escalate rather than decide alone
• Communicate outcomes to buyers and sellers clearly, firmly and respectfully, including delivering decisions people won't like
• De-escalate angry or anxious users without taking a side or making promises that bend the rules
• Document every case and the reasoning behind every decision
• Spot patterns that suggest someone is gaming the system, and flag suspected fraud or integrity risks

What we're looking for

• Strong, evidence-based judgment. You can separate what the facts show from who sounds more convincing
• Genuine neutrality and personal integrity; you're comfortable enforcing a fair rule even when one party is upset, and you'd never let flattery, pressure or a "small favour" sway a decision
• Excellent written English and a calm, clear WhatsApp communication style
• Composure under pressure, including threats, abuse and emotional appeals
• Organised and reliable, you can hold many open cases at once without letting a deadline or grace period slip
• Honest about your own mistakes
• A good feel for the trust problems Nigerian online buyers and sellers face

Nice to have

• Experience in customer support, fraud/risk, claims, compliance, payments or fintech operations
• Familiarity with escrow, dispute handling or KYC processes

Why join us

You'll be early at a company building real financial trust infrastructure for Nigeria — shaping how disputes are handled from the ground up, with direct access to the founder and a clear playbook that values fairness over guesswork.

[Hours: 9am - 5pm (and possible cover needed outside standard working hours]

To apply