Customer Support Lead

Responsibilities:

Team Leadership & Performance Management:

• Recruit, onboard, coach, and retain support agents.
• Set individual and team performance goals (response time, resolution rate, CSAT).
• Conduct weekly 1:1s, performance reviews, and skill development plans.
• Lead daily stand-ups and weekly calibration sessions.
• Manage shift schedules and ensure consistent coverage during peak hours.
• Build a culture of customer obsession and accountability.

Service Operations & SLA Management:

• Define and enforce SLA standards across all channels (response time, resolution time).
• Monitor live ticket queues and proactively rebalance workload.
• Establish escalation pathways and ticket routing logic.
• Ensure no ticket falls through the cracks.
• Maintain operational coverage during weekends, public holidays, and launch periods.

Escalation & Complex Case Resolution:

• Serve as the primary point of contact for complex or sensitive escalations.
• Personally handle stuck transactions, failed crypto trades, disputed gift cards, and withdrawal issues.
• Manage emotionally charged user complaints with composure.
• Coordinate with compliance, finance, and engineering on cases that cross functional lines.
• Make judgment calls on refunds, account restorations, and goodwill gestures.

Multi-Channel Coverage:

• Own customer experience across in-app chat, email, WhatsApp, Telegram, Instagram, X, and social DMs.
• Ensure consistent tone, response quality, and brand voice across every channel.
• Maintain unified inbox discipline so users never get duplicate or contradictory responses.
• Monitor public-facing channels (Twitter, Play Store reviews, Telegram community) for emerging issues.

Knowledge Base & Self-Service:

• Build and continuously update the KclautX knowledge base.
• Cover crypto trading, gift card processes, KYC tiers, withdrawals, deposits, KWallet, bill payments, and security.
• Train and tune the AI support bot to handle repetitive inquiries autonomously.
• Reduce ticket volume through better self-service content.
• Translate support insights into FAQ articles, in-app tooltips, and onboarding content.

Helpdesk Tools & Workflow Design:

• Configure and maintain the support platform (currently Gleap).
• Design ticket routing rules, tags, priority levels, and automation workflows.
• Build and maintain canned responses for the most common scenarios.
• Integrate the support tool with internal systems (user lookup, transaction status, KYC status).
• Continuously refine the support stack to reduce manual work.

Quality Assurance:

• Review agent responses regularly for accuracy, tone, and brand voice.
• Run calibration sessions so the team responds consistently.
• Maintain a QA scorecard and provide structured feedback to agents.
• Catch and correct compliance-sensitive language before it reaches users.
• Audit closed tickets for resolution quality, not just speed.

Training & Capability Development:

• Build onboarding curriculum for new support hires (product, tools, communication standards).
• Run regular training on new features, regulatory updates, and emerging fraud patterns.
• Coordinate with the Compliance Officer for AML red-flag training.
• Develop a clear progression path from Support Agent to Senior Agent to Lead.

Voice of the Customer & Product Feedback Loop:

• Surface recurring user pain points, bugs, and feature gaps to the product team.
• Tag and categorize feedback for monthly product reviews.
  
• Represent the user perspective in product decisions.
• Track feature requests and notify users when their requests ship.

Reporting & Analytics:

• Weekly KPI reports: ticket volume, response time, resolution time, CSAT, escalation rate, top issue categories.
• Monthly trend analysis covering what is increasing, what is improving, and what needs intervention.
• Brief the Founder on operational health and emerging risks.
• Identify systemic issues that recurring tickets reveal.

Crisis & Incident Management:

• Lead support response during platform incidents (downtime, failed transactions, security events).
• Draft proactive user communications during incidents (in-app banners, social posts, email blasts).
• Coordinate with engineering during fire drills.
• Post-incident: ensure affected users are followed up with directly.

Cross-Functional Coordination:

• Compliance: escalate KYC issues, suspicious user behavior, and transaction disputes.
• Finance: flag transaction reconciliation issues and refund requests.
• Engineering: report bugs with full reproduction steps and user impact data.
• Product: surface feature gaps, usability issues, and user demands.
• Marketing/Community: align on community sentiment and Telegram engagement.

Requirements:

• Minimum 2 years of customer support leadership experience in fintech, crypto, banking, or digital payments (non-negotiable).
• Hands-on personal experience with crypto trading, gift card platforms, or digital wallet products.
• Strong working knowledge of crypto wallets, blockchain transactions, gift card redemption, and KYC processes.
• Experience with modern helpdesk platforms (Intercom, Freshdesk, Zendesk, Gleap, or similar).
• Proven ability to build, manage, and develop a small support team.
• Excellent written and verbal English. You will draft messages users actually read.
• Strong analytical skills. You can read a dashboard and act on it.
• Composure under pressure. Users with money problems are intense.
• Comfortable with shift-based work, including weekends and public holidays during launch period.

Strongly Preferred:

• Background at a Nigerian fintech (Quidax, Yellow Card, Busha, Roqqu, Bitnob, Jeroid, Prestmit) or similar crypto/payments platform.
• Experience training AI support bots or building automated workflows.
• Familiarity with Telegram community management.
• Prior experience setting up a support function from scratch.

Remuneration: NGN 220,000 – 300,000 Monthly  (based on experience).

What We Offer:

• Direct access to the Founder and a seat at the table on product decisions.
• Ground-floor opportunity to build a support function from scratch.
• Performance bonuses introduced after month 3 based on clear, data-driven targets.
• A fast-moving environment where your work has immediate, visible impact.