Job Summary

We are looking for a Customer Support Manager to be accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department.

This role balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, and upholding a consumer-centric focus and mindset of surpassing departmental expectations.

This role will oversee cost-effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

Results:

Leadership: to provide leadership and support for the whole CS team. You will enforce and oversee the adoption of the department’s vision, goals, and objectives at all levels.

You will lead the ground support for the implementation of customer experience strategies. You will ensure that the CS’s team’s metrics add significant value to the business by meeting customer satisfaction targets

Training:

You will play a key mentorship and training role to consistently review and upscale customer service communication and execution strategies. You will aid in sharpening skills and grooming all customer service agents to achieve high quality outputs

Strategy:

You will oversee and determine key strategic direction and objectives Mom and quarterly. You will drive necessary changes in the improvement of the operating and organizational efficiency of the team

Analytics:

You will be accountable for measuring the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agents to consumer correspondence.

Requirements:

6+ years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment.

The candidate will also have vast experience in customer service research and analytical techniques.

Experience in managing a high-quality customer service team

Proven and successful experience driving positive change and influencing enhanced performance in a customer support department.

Experience mapping customer journeys and creating customer support strategies

Salary Range: 

N500,000 - N750,000 / month

Job Location:

Lagos, Nigeria