Customer Care Lead at Contec Global Infotech Limited

Responsibilities

• Lead, mentor, and manage a team of Customer Care Executives to deliver timely and high-quality support.
• Set and monitor team KPIs (e.g., response time, resolution rate, CSAT, ensuring continuous improvement.
• Develop and implement customer service policies, workflows, and quality standards.
• Handle escalated customer issues and ensure swift resolution in line with company policies.
• Collaborate with Product, Engineering, and Operations teams to relay customer feedback and improve the customer journey.
• Prepare regular reports on customer service performance, trends, and insights for management.
• Train and onboard new customer care staff, maintaining a culture of excellence and empathy.
• Ensure proper utilization of customer support tools and CRM systems.
• Stay up to date with fintech trends, customer behaviour, and compliance standards relevant to the industry.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 3–5 years of experience in customer support or customer experience, with at least 1–2 years in a supervisory or team lead role, ideally in fintech, banking, or tech.
• Proven leadership skills with the ability to coach and develop a high-performing team.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in customer support platforms (e.g. Zendesk, Zoho, Freshdesk).
• Familiarity with data analytics tools and reporting dashboards is a plus.

Preferred Skills:

• Experience in a high-growth startup or fast-paced tech environment.
• Multilingual proficiency (English and at least one Nigerian language).
• Knowledge of digital financial services or mobile money products.