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Open nowPosted 19 hours ago

Customer Support, Team Lead

Moniepoint145 open roles

Where
Lagos, Nigeria
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Your applicationOpen nowCustomer Support, Team LeadMoniepoint · Lagos, Nigeria

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The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Moniepoint postings stay open a median of 23 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 19 hours ago

Moniepoint median: 23 days open

The posting

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

Required Skills & Competencies

Qualifications & Experience

  • Minimum of BSc.
  • 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.
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