Customer Service Sales Team Lead

About the role

Jumia is seeking a Customer Service Sales Team Lead to drive performance and growth of its frontline sales and service agents. You will combine strong leadership with a data‑driven approach to meet ambitious sales targets while ensuring high customer satisfaction.

Key responsibilities

• Lead and manage a team of Customer Service Sales Agents to achieve individual and team sales quotas.
• Provide continuous coaching, mentoring and feedback to improve sales effectiveness and service quality.
• Monitor, analyse and report on sales metrics such as conversion rates, average order value and satisfaction scores.
• Collaborate with the Sales Manager to develop and execute sales strategies and action plans.
• Conduct regular team meetings, huddles and training sessions to align goals and expectations.
• Handle escalated customer inquiries and support agents in resolving complex issues.
• Maintain accurate records of sales activities and performance in CRM systems.
• Foster a positive, collaborative work environment and keep the team informed about product updates and promotions.

Required profile

• Proven experience leading a customer‑service or sales team.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and coaching skills.
• Ability to manage escalations and maintain high service standards.

Required skills