We are hiring!!!
Job Title: Customer Support Lead
Location: Ikoyi, Lagos, Nigeria
Industry: Fintech
Employment Type: 1-Year Contract (Renewable Based on Performance)
Job Summary:
The Customer Support Lead will manage the customer support team and operations, ensuring excellent service delivery across all channels. This role requires a passionate leader who can resolve issues efficiently, inspire their team, and continuously improve the customer experience.
Key Responsibilities:
- Lead and manage the customer support team to deliver top-tier service.
- Develop and enforce customer service policies and procedures.
- Resolve escalated customer issues promptly and effectively.
- Monitor and improve team performance using KPIs and feedback.
- Provide coaching and training to support agents.
- Analyze trends in customer feedback and suggest service improvements.
- Collaborate with cross-functional teams to enhance customer satisfaction.
Requirements:
- Bachelor’s degree in a relevant field.
- 5–7 years’ experience in customer support, with at least 1–2 years in a leadership role.
- Prior experience in a fintech or technology-driven company is an added advantage.
- Strong leadership, communication, and problem-solving skills.
- Proficiency with CRM tools (e.g., Zendesk, Intercom, Freshdesk).
- Passion for delivering exceptional customer service and improving systems.
Applications: https://kennediajobs.com/apply?valid=NzYz
Job Type: Full-time