Overview

We are looking for an experienced and customer-focused Customer Service Lead to manage and enhance the customer support function within our Mobile Money Operator (MMO). The ideal candidate will have a proven track record in customer service management, team leadership, and delivering outstanding customer experiences in fintech, telecom, or financial services.

As Customer Service Lead, you will be responsible for overseeing customer support operations, building strong customer relationships, and ensuring that service delivery consistently meets and exceeds expectations.

Responsibilities

• Lead and manage the customer service team to deliver excellent support across all channels.

• Develop and implement customer service policies and procedures.

• Monitor customer interactions to ensure quality, responsiveness, and compliance with standards.

• Handle escalated customer issues and resolve them effectively.

• Train and mentor team members to improve service delivery and customer engagement.

• Collect customer feedback and provide insights for process and product improvements.

• Collaborate with cross-functional teams to enhance customer satisfaction and loyalty.

• Track key service metrics and prepare regular performance reports for management.

Requirements

• Education: B.Sc./HND in any relevant field.

• Experience: 5–7 years of experience in customer service roles, with at least 2 years in a supervisory or team lead capacity.

• Age: 30 years & above.

• Skills & Competencies:

  • Strong leadership and people management skills.

  • Excellent communication and problem-solving abilities.

  • Ability to manage escalations and ensure customer satisfaction.

  • Familiarity with CRM systems and customer service best practices.

Desired Certification

• ICCS Customer Service Certification