Regional Team Lead – Customer Support (South East)

About the role

The Regional Team Lead (RTL) will oversee the offline customer support function for Moniepoint’s South East region, building strong relationships with customers and ensuring service delivery drives maximum ROI. This role combines people leadership, operational excellence, and cross‑functional collaboration to elevate support quality.

Key responsibilities

• Directly manage Offline Customer Support Officers and State Team Leads, allocating resources and overseeing daily workflows.
• Monitor performance metrics, conduct regular calibrations and administer Performance Improvement Plans.
• Provide 1:1 coaching, feedback and training pathways to upskill team members.
• Develop strategic relationships with key accounts, shifting from reactive support to proactive success strategies.
• Identify and share best‑practice processes to improve support efficiency and quality.
• Analyse team KPIs and produce weekly/monthly performance reports for senior management.
• Serve as primary liaison with Regional Managers and State Coordinators to align support goals.
• Lead customer‑support‑related events, projects and regional site visits to audit service quality.

Required profile

• Minimum 5 years of experience in customer service or support, with demonstrated leadership progression.
• BSc in a relevant field.
• Completed NYSC service.

Required skills

• Advanced proficiency with CRM tools.
• Expertise in ticketing systems and high‑volume interaction management.
• Strong computer literacy and ability to troubleshoot multiple technical systems.
• Analytical ability to interpret data and generate actionable performance reports.