Customer Support Team Lead at Moniepoint Incorporated – Lagos

Moniepoint Incorporated is recruiting a Customer Support Team Lead in Lagos to direct online support operations, coach customer support associates and improve service quality, performance and compliance across multiple channels.

Team leadership and operations

• Lead and develop Associates and Senior Associates through coaching, one-to-one feedback, training and performance improvement plans.
• Set expectations and monitor productivity, service levels, customer satisfaction and quality targets.
• Manage daily support coverage, shifts, queues and spikes in demand while maintaining service continuity.
• Take ownership of difficult or sensitive customer escalations and ensure accurate case records and timely resolution.
• Build a positive team culture and support onboarding, engagement and retention.

Quality, risk and improvement

• Promote compliance with service processes, data privacy, security, AML and other regulatory obligations.
• Review quality assessments, customer feedback, recurring complaints and operational risks; escalate issues when needed.
• Collaborate with Product, Technology, Quality and Operations teams on root causes, new tools and process improvements.
• Maintain useful knowledge-base content, FAQs and support workflows.
• Prepare performance dashboards and reports covering volumes, SLAs, CSAT, escalations and corrective actions; assist with audits.

Qualifications

• At least a BSc degree and completion of NYSC or an exemption or exclusion letter.
• Five to seven years’ customer support experience, preferably in banking, fintech or digital services, including at least two years leading or supervising a team.
• Experience supervising shift-based teams, contact centre metrics and quality frameworks.
• Strong coaching, problem-solving, data analysis, communication and stakeholder-management skills.
• Calm judgement, accountability and willingness to work shifts, weekends or public holidays when required.