Live Customer Support, Team Lead (Lagos)

Who we are

Moniepoint is an all-in-one financial services platform for emerging markets and the second-fastest growing company in Africa.

Since 2019, Moniepoint's technology has powered over 3 million people, offering personal and business banking, payment, credit and business management tools to help them succeed. Moniepoint processed $182 billion in 2023, and currently processes the majority of the POS transactions in Nigeria.

Job Purpose

To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. To be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training, and mentoring the customer success team. They are also in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

• Have a good understanding of the organization's products
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• As the Live Customer Support team lead, you'll be responsible for line management of several Customer Support Officers. This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they, in turn, become Senior Customer Success Managers, able to work with our biggest or most complex customers.
  
  

Qualification

• Bachelor's degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support, or Account Management
• Previous experience in a team leadership or supervisory role
• Possess strong phone, written, and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated, and a true team player
• Experience working with senior and executive-level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Well-organized, with high attention to detail and the ability to prioritize
• Excellent communication skills
• Strong analytical and problem-solving abilities
• Proficiency in using customer support software and tools
• Proactivity
• Ability to handle escalated situations
• Strong organizational and time management skills
• Has experience in leading a team