Head of Customer Support at Vitel Wireless Limited

Job Summary

• The Head of Customer Support will lead Vitel Wireless’ customer service operations in Lagos, ensuring excellent customer experience, operational efficiency, and high service standards across all support channels.

Key Responsibilities

• Set and execute customer support strategies, policies, and service standards in line with business goals.
• Lead, mentor, and manage customer support teams to achieve service KPIs and high performance.
• Oversee daily operations across call center, digital, and walk-in support channels.
• Manage escalations and ensure timely, effective resolution of customer issues.
• Track and analyze service metrics, reporting insights and driving process improvements.
• Partner with technical, marketing, and product teams to deliver a seamless customer journey.
• Design and oversee training and development programs for support staff.
• Implement customer feedback mechanisms and continuous improvement initiatives.
• Ensure compliance with regulatory requirements and internal policies.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Communications, or a related field (MBA is an added advantage).
• 5–7 years’ experience in customer support within a telecoms or technology environment, including at least 2 years in a leadership role.
• Demonstrated experience managing large teams and multi-channel support operations.
• Strong leadership, communication, and stakeholder-management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Hands-on experience with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce, or similar).
• Strong commitment to delivering outstanding customer experience.

What We Offer

• Competitive salary and performance-based incentives.
• Health and wellness benefits.
• Dynamic and innovative work environment.
• Career advancement opportunities in a growing national brand.
• Opportunity to be part of Nigeria’s first MVNO revolutionizing mobile communications