Customer Service Team Lead

About the role

We are seeking an experienced Customer Service Team Lead to manage our omnichannel support operations for both physical stores and online platforms in Lagos. The role involves leading a dedicated team, handling escalations, and continuously improving the overall customer experience.

Key responsibilities

• Lead and supervise the Customer Care team across WhatsApp, Instagram, Email, Website Live Chat and Phone.
• Handle complex customer issues and escalations to ensure swift resolution.
• Monitor team performance, coach members and improve response times and satisfaction scores.
• Create, refine and implement customer service processes and workflows.
• Collaborate closely with Operations, Warehouse and Retail teams.
• Train new customer care staff and monitor ongoing performance.
• Collect and analyse customer feedback to identify improvement areas.
• Prepare and present weekly customer service reports.

Required profile

• Minimum 2 years of experience in a Customer Care Lead, Customer Experience Lead, Customer Service Supervisor or similar leadership role.
• Experience in retail or e‑commerce environments, preferably within beauty, skincare, cosmetics, fashion or related sectors.
• Excellent written and verbal communication skills.
• Strong problem‑solving abilities and a highly organized, customer‑focused mindset.

Required skills

• Proficiency with CRM or helpdesk platforms such as Zendesk, HubSpot, Freshdesk, Zoho Desk or Gorgias.