Issue Resolution Lead at Moniepoint Inc.

Job Purpose

The Issue Resolution Lead owns the end-to-end journey of turning customer friction into financial happiness. You'll lead a team dedicated to resolving complex complaints with fairness, speed, and mastery.

This isn't just about closing tickets; it’s about identifying why things go wrong and partnering with teams across Moniepoint to fix the root cause. You ensure that when a customer has an issue, they leave the interaction feeling heard, respected, and supported.

Key Responsibilities

• Lead and Coach: Guide a team of Issue Resolution Officers, setting clear quality standards and fostering a culture of mastery and empathy.
• Own the Escalation Path: Act as the final point of contact for complex issues, providing clear, factual, and regulatory-facing responses when needed.
• Root Cause Mastery: Analyse recurring complaints to find the "why" and collaborate with Product and Engineering teams to implement permanent fixes.
• Guard Compliance: Ensure all resolutions align with internal policies, data privacy laws, and regulatory guidelines without making the process feel bureaucratic.
• Standardise Excellence: Develop and continuously improve SOPs, resolution playbooks, and FAQs so the team always has the best tools to help our users.
• Data-Driven Insights: Track and report on performance metrics like SLA adherence and customer satisfaction to drive continuous improvement.
• Audit Readiness: Support regulatory reviews by maintaining impeccable case documentation and evidence of fair resolution.

Qualifications

• 3+ years of experience in customer support or issue resolution within fintech or financial services.
• At least 2 years in a leadership or supervisory role, with a track record of coaching teams to success.
• Deep analytical skills—you can see the pattern in the data and know how to act on it.
• Exceptional communication skills; you can explain complex fixes in simple, human terms.
• A high bar for integrity and accountability.

Preferred Qualifications

• Experience working with CRM and ticketing systems (e.g., Zendesk, Freshdesk, or Salesforce).
• Knowledge of Nigerian financial regulations and data privacy requirements.
• Experience in a fast-growth startup or scale-up environment.

About You

• You're a Problem Solver: You enjoy connecting the dots and bringing order to messy situations.
• You're Relatable: You speak like a human, not a manual. You understand that behind every ticket is a person trying to run a business or manage their life.
• You have Grit: You don't settle for "good enough." You take one step at a time to drive momentum and improve our systems.
• You're a Systems Thinker: You build for scale, creating processes that work today but can grow with us tomorrow.