Senior Customer Support Manager

Jobberman (Third Party Recruitment)

Customer Service & Support

Remote (Work From Home) Full Time

IT & Telecoms NGN 900,000 - 1,200,000

Easy Apply

Skills Required

Exceptional written and spoken English communication skills Strong leadership and organizational abilities Analytical mindset with a focus on data-driven decision-making

Job Summary

We are seeking a highly skilled and experienced Senior Customer Support Manager to lead and optimize our customer support function. The ideal candidate will develop and implement strategies for efficient and high-quality support services, including managing response guidelines, onboarding materials, documentation, and team processes. This role is critical in ensuring exceptional customer experiences through live chat support while maintaining a friendly, professional tone. The successful candidate must have a strong command of English, a solid academic background, and a proven history of trustworthiness in senior roles.

Minimum Qualification : Degree
Experience Level : Senior level
Experience Length : 7 years

Job Description/Requirements

Responsibilities:

Build and lead high-performing support teams.
Design and implement training and onboarding programs.
Create team shift schedules and manage workforce allocation.
Develop and maintain response guidelines and best practices.
Create and manage support documentation and knowledge bases.
Oversee hiring processes for customer support roles.
Ensure all customer interactions are handled promptly, professionally, and empathetically, with a focus on live chat.
Monitor and analyze key performance indicators (KPIs) to enhance team performance and customer satisfaction.
Collaborate with cross-functional teams to address customer feedback and improve service delivery.
Continuously evaluate and refine support workflows to drive efficiency.
Identify and implement tools and technologies to improve the support experience.
Leadership and Collaboration
Foster a culture of trust, collaboration, and excellence within the team.
Work closely with senior leadership to align support strategies with company goals.

Requirements:

Bachelor's degree from a reputable university (Master’s degree preferred).
Extensive experience leading support teams in large organizations.
Proven expertise in creating training and onboarding programs.
Solid experience managing strategy, shifts, and team processes.
Experience in fintech, startups, or international environments.

Why Join Us?

Opportunity to shape and lead a critical function in a dynamic organization.
Collaborative and inclusive workplace culture.
Exposure to cutting-edge technology and international markets.
Work for a multinational organisation

Important Safety Tips

Do not make any payment without confirming with the Jobberman Customer Support Team.
If you think this advert is not genuine, please report it via the Report Job link below.

Report Job