Regional Team Lead, Customer Support at Moniepoint Inc.

Job Purpose

• The Regional Team Lead (“RTL”) builds strong relationships with customers and ensures products or services are optimized to receive the highest ROI. 
• The RTL plays a major role in hiring, training and mentoring the offline customer support team across offline channels.
• He/she is also in charge of implementing policies with internal teams to establish quality customer service that exceeds expectations.

Key Responsibilities
Team Leadership & People Development:

• Line Management: Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation.
• Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.
• Mentoring & Coaching: Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members.

Operational Excellence & Strategy:

• Relationship Management: Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.
• Process Improvement: Develop and share best practices to enhance the efficiency and quality of support workflows.
• Reporting: Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.

Stakeholder & Project Management:

• Cross-Functional Collaboration: Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.
• Project Oversight: Lead and execute customer support-related events and strategic projects.
• Field Engagement: Conduct regional visitations across state offices to audit support quality and understand local customer challenges.

Required Skills & Competencies
Educational & Experience Requirements:

• Education: BSc in any relevant field.
• Experience: Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth.
• Service: Must have completed NYSC.

Technical & Professional Skills:

• Systems Expert: Advanced proficiency in CRM tools, ticketing systems, and managing high-volume interactions..
• Tech Savvy: Strong computer literacy with the ability to navigate and troubleshoot multiple technical systems simultaneously.
• Analytical Skills: Ability to interpret data and translate it into actionable performance reports.

Communication & Interpersonal Skills:

• Articulate Communicator: Exceptional written and verbal skills, with the ability to explain complex information concisely.
• Adaptive Personality: A high degree of emotional intelligence to navigate various customer personalities and conflict-resolution scenarios.

Personal Attributes:

• Strategic Thinker: Highly organized and detail-oriented with the ability to prioritize tasks in a fast-paced digital environment.
• Empathy-Driven: A deep sense of patience and customer-centricity.
• Independent & Collaborative: Capable of driving results autonomously while fostering a unified team environment.