Team Lead, Customer Service at CashXpress Nigeria Limited

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.