Customer Service Lead

Responsibilities:

• Lead the day-to-day customer support operations across phone, email, live chat, social media, and other digital channels, ensuring timely resolution of customer enquiries and complaints within agreed service levels.
• Develop and implement customer service standards, processes, and quality assurance frameworks to enhance customer experience and service delivery.
• Manage escalated customer complaints, identify root causes, and implement corrective actions to improve customer satisfaction and retention.
• Supervise, coach, and develop Customer Support Executives, monitoring performance against KPIs and fostering a customer-centric, high-performance culture.
• Monitor customer feedback, service trends, and operational metrics, providing management with actionable insights and recommendations for continuous improvement.
• Collaborate with Product, Technology, and Operations teams to resolve recurring customer issues, support product launches, and improve the customer journey.
• Ensure compliance with CBN consumer protection guidelines, AML/KYC requirements, and internal policies while maintaining accurate customer records and complaint documentation.
• Drive customer service innovation by supporting automation initiatives, optimizing support processes, and promoting best practices in digital banking service delivery.

Requirements:

• Bachelor's degree in Business Administration, Mass Communication, Marketing, or a related field. Professional certifications in Customer Service, Customer Experience, or Project Management are an added advantage.
• Minimum of 3–5 years of experience in customer service or customer experience within banking, fintech, financial services, telecommunications, or a similar service-driven industry, with at least 1–2 years in a supervisory role.
• Proven experience managing customer support operations, complaint resolution, service quality, and customer relationship management.
• Good understanding of digital banking products, CRM platforms, ticketing systems, and CBN consumer protection guidelines.
• Demonstrated ability to improve customer satisfaction, service delivery, and operational efficiency through data-driven insights and process improvements.
• Strong leadership, coaching, conflict resolution, communication, and stakeholder management skills.
• High level of professionalism, empathy, integrity, and the ability to lead customer service excellence in a fast-paced digital banking environment.