Customer Care Lead

Duties


Guide, mentor, and oversee a team of Customer Care Executives to deliver prompt and high-quality support.
Establish and monitor team KPIs (e.g., response time, resolution rate, CSAT), ensuring continuous improvement.
Create and implement customer service policies, workflows, and quality standards.
Address escalated customer issues and ensure swift resolution in accordance with company policies.
Work together with Product, Engineering, and Operations teams to convey customer feedback and enhance the customer journey.
Compile regular reports on customer service performance, trends, and insights for management.
Train and onboard new customer care staff, fostering a culture of excellence and empathy.
Ensure proper utilization of customer support tools and CRM systems.
Keep up-to-date with fintech trends, customer behavior, and compliance standards relevant to the industry.


Requirements


Bachelor's degree in Business Administration, Communications, or a related field.
3–5 years of experience in customer support or customer experience, with at least 1–2 years in a supervisory or team lead role, preferably in fintech, banking, or tech.
Demonstrated leadership skills with the ability to coach and develop a high-performing team.
Exceptional verbal and written communication skills.
Robust problem-solving abilities and attention to detail.
Proficiency in customer support platforms (e.g. Zendesk, Zoho, Freshdesk).
Familiarity with data analytics tools and reporting dashboards is an advantage.


Preferred Skills:


Experience in a high-growth startup or fast-paced tech environment.
Multilingual proficiency (English and at least one Nigerian language).
Knowledge of digital financial services or mobile money products.