Customer Support Team Lead

Job Purpose

The Team Lead, Online Customer Support is responsible for day-to-day leadership and performance management of a sub-team of Customer Support Officers (Associates and Senior Associates) across multiple channels.

The role ensures consistent delivery of high-quality customer support, achievement of operational KPIs, adherence to policies and regulatory requirements, and continuous improvement of customer experience.

The Team Lead acts as a key link between frontline operations and management, translating strategy into execution while developing team capability and engagement.

Key Responsibilities

Team Leadership & People Management:

Lead, coach, and manage a team of Associates and Senior Associates to deliver excellent customer support across all assigned channels.

Set clear performance expectations, conduct regular one-on-ones, and provide ongoing feedback and coaching.

Monitor individual and team performance against KPIs, quality standards, and SLAs.

Support onboarding, training, and ongoing development of team members.

Identify performance gaps and implement improvement plans where required.

Foster a positive, inclusive, and high-performance team culture.

Operational Oversight & Service Delivery:

Oversee daily operations to ensure adequate coverage, queue management, and adherence to schedules and shifts.

Monitor live performance metrics and take real-time actions to manage service levels.

Act as the first line of escalation for complex, sensitive, or high-risk customer issues.

Ensure accurate case management, documentation, and timely resolution of customer issues.

Support business continuity by proactively managing workload spikes and resource constraints.

Quality, Risk & Compliance Management:

Ensure consistent adherence to customer support procedures, scripts, and regulatory requirements.

Review quality assessment outcomes and coach team members to improve service quality.

Identify potential operational, service, or risk issues and escalate to the Manager as appropriate.

Reinforce data privacy, security, AML, and other mandatory compliance requirements within the team.

Customer Experience & Continuous Improvement:

Analyze customer feedback, complaints, and recurring issues to identify improvement opportunities.

Partner with Quality, Product, Technology, and Operations teams to resolve root causes and improve processes.

Drive adoption of new tools, processes, and policy changes within the team.

Contribute to the development and update of knowledge base articles, FAQs, and support workflows.

Reporting & Stakeholder Collaboration:

Provide regular performance updates, insights, and escalation reports to the Customer Support Manager.

Track trends in volumes, quality, CSAT, and escalations, and recommend corrective actions.

Collaborate with internal stakeholders to ensure alignment between customer needs and business objectives.

Support audits, reviews, and management requests related to customer support operations.

Performance & Success Measures

Achievement of team KPIs (SLAs, CSAT, productivity, quality scores).

Reduction in escalations and repeat contacts.

Improved team capability, engagement, and retention.

Compliance with policies, procedures, and regulatory standards.

Qualifications & Experience

Minimum of a BSc Degree

5–7 years of customer support experience, preferably in banking, fintech, or digital services.

At least 2 years in a supervisory or team-lead role.

Completion of NYSC or possession of exemption/exclusion letter.

Experience managing teams working in shifts.

Leadership & Professional Skills:

Strong people management, coaching, and performance management skills.

Solid understanding of contact center operations, KPIs, and quality frameworks.

Ability to analyze data and translate insights into action.

Strong decision-making and problem-solving skills under pressure.

Communication & Interpersonal Skills:

Excellent written and verbal communication skills.

Ability to handle escalations and difficult conversations professionally.

Strong stakeholder management and collaboration skills.

Personal Attributes:

High level of ownership, accountability, and integrity.

Calm, resilient, and adaptable in a fast-paced environment.

Customer-centric with a strong service mindset.

Willingness to work shifts, weekends, and public holidays as required.

Minimum qualifications

BA/BSc/HND

How to apply

Use the link(s) below to apply on company website.

Warehouse & Inventory Manager

State Inventory Officer (Rivers)

State Inventory Officer (Taraba)

Customer Support Team Lead

https://www.myjobmag.com/apply-now/1380137

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