Customer Service & Dispute Resolution Manager
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Job summary
We're hiring a Customer Service & Dispute Resolution Manager to own the customer experience end-to-end - from day-to-day support to resolving escalations and disputes. You'll build the team, tools, and processes needed to deliver a fast, fair, and consistent experience as volume grows.
Min Qualification:
Degree
Experience Level:
Senior level
Experience Length:
5 years
Language Requirement:
English
Working Hours:
Contract - 8 to 5
Applicant Location:
Nigeria
Job descriptions & requirements
Responsibilities:
- Own the customer service function, including support workflows, response times, and quality standards.
- Design and manage the dispute resolution process, ensuring cases are
- handled fairly, quickly, and consistently.
- Establish SOPs, escalation paths, and service-level standards for support and dispute handling.
- Set up and manage customer service tools/systems (helpdesk, ticketing,
- CRM) from the ground up.
- Track and report on key service metrics (resolution time, SAT, dispute win/loss rate, escalation volume).
- Identify recurring issues and work cross-functionally with product/operations to address root causes.
- Recruit, train, and lead a customer service/dispute resolution team as volume scales.
- Serve as the final point of escalation for high-stakes or sensitive customer disputes.
Requirements:
- Minimum of 5 years of experience in customer service, operations, or dispute resolution, ideally in fintech, e-commerce, or logistics.
- Experience building or scaling a customer service or dispute resolution function, including SOPs and team structure.
- Strong judgment and composure when handling escalated, sensitive, or high-stakes disputes.
- Comfortable working with support/ticketing systems and service-level reporting.
Nice to have:
- Experience with chargeback/dispute processes specific to fintech or payments.
- Experience setting up a customer service function for a new product line or market.
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