Customer Support Lead

Position: Customer Support Lead

Industry: Technology Solutions

Location: Apata, Ibadan

Job Type: Full-Time

Job Description (Summary)

The Customer Support Lead will manage the daily operations of the customer support team, ensuring timely and effective resolution of customer inquiries. This role includes process improvement, KPI tracking, and mentoring team members to provide exceptional customer experiences.

Customer Support Excellence

• Develop a deep understanding of company products to guide customers through troubleshooting.
• Manage escalated service requests, ensuring prompt resolution of complex issues.
• Oversee onboarding processes to ensure smooth customer transitions.
• Monitor staffing levels, including hiring, training, and scheduling, to maintain service quality.

• Design and implement efficient customer service processes.
• Regularly evaluate and update operational procedures to optimize service delivery.
• Identify recurring service issues and implement corrective actions.
• Collaborate with other departments to align support operations with business goals.

• Track and analyze customer service trends to identify and resolve service gaps.
• Monitor performance metrics and provide regular reports to senior management.
• Develop disaster recovery and business continuity plans to ensure uninterrupted operations.

• Lead, mentor, and manage the customer support team, fostering a high-performance culture.
• Conduct performance evaluations, providing feedback and coaching for team improvement.
• Ensure compliance with industry regulations and company policies within the support team.

• Partner with sales, marketing, and finance teams to ensure cohesive customer service.
• Collaborate on key initiatives and projects to improve customer satisfaction and retention.

• Internal: Work closely with cross-functional teams, including sales, marketing, and product teams.
• External: Engage with customers and stakeholders to enhance service delivery.

• 3-4 years of experience in customer service roles, preferably in e-commerce, logistics, fintech, or supply chain sectors.
• At least 2 years of experience in team management.
• Proficiency with customer service software and best practices.
• Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to support.
• Exceptional interpersonal, written, and verbal communication skills.
• Ability to thrive in a fast-paced, dynamic environment and meet deadlines.