Customer Service & Agent Support Executive

About the role

BagginsHQ is a remote‑first technology and business services company looking for a Customer Service & Agent Support Executive in Kampala. The role bridges customers, Direct Sales Agents, sales teams and internal departments, ensuring timely, professional assistance and helping agents become more effective.

Key responsibilities

• Respond promptly to customer enquiries via Intercom and other approved channels.
• Provide accurate information, guide customers to appropriate products or next steps, and record interactions.
• Escalate technical, commercial or operational issues to the relevant internal teams.
• Monitor unresolved enquiries, follow up, and identify recurring issues for internal reporting.
• Act as the first point of support for Direct Sales Agents, clarifying processes, products and handling procedures.
• Help agents understand BagginsHQ’s services and assist them in overcoming challenges.

Required profile

• Minimum of 1 month experience in customer support or a related field.
• Strong written communication skills and a professional, customer‑focused attitude.
• Ability to work independently, take ownership of issues and follow through to resolution.

Required skills

• Intercom