Team Lead, Customer Service
Job Summary
- We are seeking a proactive and results-driven Team Lead, Customer Service to oversee our customer support operations in a fast-paced digital lending environment.
- The ideal candidate will lead a team of customer service representatives, ensure excellent customer experience, and maintain high service standards while supporting the company’s mission of providing quick and reliable payday loans.
Key Responsibilities
Team Leadership & Management:
- Supervise, coach, and mentor customer service representatives to achieve performance targets.
- Monitor team productivity, quality of interactions, and adherence to company policies.
- Conduct regular performance reviews and provide actionable feedback.
- Develop training programs to enhance team skills and product knowledge.
Customer Experience:
- Ensure prompt and professional resolution of customer inquiries, complaints, and escalations.
- Maintain high customer satisfaction (CSAT) and service level standards.
- Handle complex or high-priority customer issues.
Operations & Process Improvement:
- Analyze customer service metrics and generate reports for management.
- Identify trends in customer issues and recommend process improvements.
- Collaborate with product, risk, and operations teams to improve service delivery.
- Ensure compliance with regulatory requirements and company policies.
Performance Monitoring:
- Track KPIs such as response time, resolution time, customer satisfaction, and agent productivity.
- Implement strategies to improve team performance and efficiency.
Requirements
- Bachelor’s degree in Business Administration, Communications, or related field.
- 2–5 years of experience in customer service, preferably in fintech, banking, or digital lending.
- At least 2–5 years in a supervisory or team lead role.
- Strong understanding of digital financial services and loan products.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Experience with CRM systems and customer support tools.
- Ability to work in a fast-paced, target-driven environment.
Key Competencies:
- Leadership and people management
- Customer-centric mindset
- Analytical and data-driven decision-making
- Emotional intelligence
- Attention to detail
- Adaptability and resilience
Working Conditions:
- Full-time role (onsite)
- May require shift work, including weekends or holidays.
Method of Application
Interested and qualified candidates should send their applications to: hr@cashx.ng using the job title as the subject of the mail.