Customer Service Lead

About the role

The Customer Service Lead will head day‑to‑day support operations across phone, email, live chat, social media and other digital channels. You will ensure timely resolution of enquiries and complaints while driving a customer‑centric culture.

Key responsibilities

• Lead and monitor support activities across all channels, meeting agreed service levels.
• Develop and enforce service standards, quality‑assurance processes and performance metrics.
• Handle escalated complaints, analyse root causes and implement corrective actions.
• Coach, supervise and evaluate Customer Support Executives against KPIs.
• Provide actionable insights from feedback, trends and operational data to senior management.
• Collaborate with Product, Technology and Operations teams to resolve recurring issues and support new product launches.
• Ensure compliance with CBN consumer protection, AML/KYC and internal policies.
• Promote automation and process optimisation to enhance digital banking service delivery.

Required profile

• Bachelor’s degree in Business Administration, Mass Communication, Marketing or related field.
• 3–5 years of experience in customer service or experience management within banking, fintech or telecom, with at least 1–2 years in a supervisory role.
• Proven track record of improving satisfaction, service delivery and operational efficiency.
• Strong leadership, coaching, conflict‑resolution and stakeholder‑management abilities.
• Professionalism, empathy and integrity in a fast‑paced digital environment.

Required skills

• CRM platforms
• Ticketing systems

What we offer

• Competitive monthly salary between NGN 600,000 and NGN 900,000.
• Opportunity to shape customer experience in a leading digital banking firm.
• Professional development and growth prospects.