Customer Service Team Lead

About the role

BtcDana, a fast‑growing global fintech and trading platform, is looking for an experienced Customer Service Team Lead to oversee its worldwide support operations. You will manage a team of agents, ensure high service standards, and continuously improve the customer experience for traders using Forex, crypto, and other financial instruments.

Key responsibilities

• Lead and develop a customer support team of 10+ agents, setting productivity and quality targets.
• Define, monitor and report on KPIs such as response time, resolution time, SLA compliance and customer satisfaction.
• Oversee daily support across live chat, email and phone channels.
• Configure and maintain Zendesk workflows, triggers, automations, macros and dashboards.
• Conduct ticket reviews, call evaluations and quality‑assurance processes.
• Design and deliver training programs for new hires and existing staff.
• Maintain SOPs, knowledge‑base articles and support guidelines.
• Handle escalated trading‑related inquiries and coordinate with Operations, Compliance, Payments and Product teams.
• Analyse performance data to identify and implement process improvements.

Required profile

• Fluent English (C1 level) with strong written and verbal communication.
• 5+ years of customer support experience, preferably in Forex/CFD brokerage.
• 3+ years of team‑leadership experience managing 20+ agents.
• Fluency in Hausa, Yoruba or Igbo is a strong advantage.

Required skills

• Zendesk administration (workflows, triggers, automations, reporting).

What we offer

• Weekly performance incentives and monthly leadership bonus.
• Transportation subsidy (₦3,000 daily) and annual bonuses.
• Extensive career development opportunities.