Team Lead, Customer Success
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Job summary
The Team Lead, Customer Service, is responsible for supervising and guiding the customer service team to ensure timely, professional, and effective handling of customer inquiries and complaints. This role acts as the primary escalation point for complex customer issues and works closely with internal teams to maintain high service.
Min Qualification:
OND
Experience Level:
Mid level
Experience Length:
4 years
Job descriptions & requirements
Responsibilities:
- Supervise and guide the customer service team to ensure timely and effective handling of customer inquiries and complaints
- Resolve escalated customer issues via phone, email, social media, or in person, including payment concerns, product issues, and service-related questions
- Ensure proper documentation, follow-up, and closure of all customer requests and queries
- Communicate the company’s value proposition professionally to customers and stakeholders
- Review, approve, and validate customer identities and addresses using required identification and utility bills
- Monitor customer service performance metrics and ensure service-level targets are met
- Provide coaching, feedback, and support to team members to improve service delivery
- Escalate complex or unresolved issues to the appropriate departments where necessary
- Collaborate with internal teams to ensure customer needs are addressed promptly and thoroughly
Requirements:
- Minimum ND/HND
- 4 years of previous experience in a similar role
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