Customer Support, Team Lead

<h2><strong>Job Purpose</strong></h2> <p>The Team Lead, Online Customer Support is responsible for <strong>day-to-day leadership and performance management</strong> of a sub-team of Customer Support Officers (<strong><em>Associates and Senior Associates</em></strong>) across multiple channels.</p> <p>The role ensures consistent delivery of high-quality customer support, achievement of operational KPIs, adherence to policies and regulatory requirements, and continuous improvement of customer experience. The Team Lead acts as a key link between frontline operations and management, translating strategy into execution while developing team capability and engagement.</p> <h2><strong>Key Responsibilities</strong></h2> <h3><strong>1. Team Leadership &amp; People Management</strong></h3> <ul> <li>Lead, coach, and manage a team of Associates and Senior Associates to deliver excellent customer support across all assigned channels.</li> <li>Set clear performance expectations, conduct regular one-on-ones, and provide ongoing feedback and coaching.</li> <li>Monitor individual and team performance against KPIs, quality standards, and SLAs.</li> <li>Support onboarding, training, and ongoing development of team members.</li> <li>Identify performance gaps and implement improvement plans where required.</li> <li>Foster a positive, inclusive, and high-performance team culture.<br><br></li> </ul> <h3><strong>2. Operational Oversight &amp; Service Delivery</strong></h3> <ul> <li>Oversee daily operations to ensure adequate coverage, queue management, and adherence to schedules and shifts.</li> <li>Monitor live performance metrics and take real-time actions to manage service levels.</li> <li>Act as the first line of escalation for complex, sensitive, or high-risk customer issues.</li> <li>Ensure accurate case management, documentation, and timely resolution of customer issues.</li> <li>Support business continuity by proactively managing workload spikes and resource constraints.</li> </ul> <p>&nbsp;</p> <h3><strong>3. Quality, Risk &amp; Compliance Management</strong></h3> <ul> <li>Ensure consistent adherence to customer support procedures, scripts, and regulatory requirements.</li> <li>Review quality assessment outcomes and coach team members to improve service quality.</li> <li>Identify potential operational, service, or risk issues and escalate to the Manager as appropriate.</li> <li>Reinforce data privacy, security, AML, and other mandatory compliance requirements within the team.</li> </ul> <h3><strong>4. Customer Experience &amp; Continuous Improvement</strong></h3> <ul> <li>Analyze customer feedback, complaints, and recurring issues to identify improvement opportunities.</li> <li>Partner with Quality, Product, Technology, and Operations teams to resolve root causes and improve processes.</li> <li>Drive adoption of new tools, processes, and policy changes within the team.</li> <li>Contribute to the development and update of knowledge base articles, FAQs, and support workflows.<br><br></li> </ul> <h3><strong>5. Reporting &amp; Stakeholder Collaboration</strong></h3> <ul> <li>Provide regular performance updates, insights, and escalation reports to the Customer Support Manager.</li> <li>Track trends in volumes, quality, CSAT, and escalations, and recommend corrective actions.</li> <li>Collaborate with internal stakeholders to ensure alignment between customer needs and business objectives.</li> <li>Support audits, reviews, and management requests related to customer support operations.</li> </ul> <h2><strong>Performance &amp; Success Measures</strong></h2> <ul> <li>Achievement of team KPIs (SLAs, CSAT, productivity, quality scores).</li> <li>Reduction in escalations and repeat contacts.</li> <li>Improved team capability, engagement, and retention.</li> <li>Compliance with policies, procedures, and regulatory standards.</li> </ul> <h2><strong>Required Skills &amp; Competencies</strong></h2> <h3><strong>Qualifications &amp; Experience</strong></h3> <ul> <li>Minimum of <strong>BSc</strong>.</li> <li><strong>5–7 years</strong> of customer support experience, preferably in banking, fintech, or digital services.</li> <li>At least <strong>2 years</strong> in a supervisory or team-lead role.</li> <li>Completion of NYSC or possession of exemption/exclusion letter.</li> <li>Experience managing teams working in shifts.<br><br></li> </ul> <h3><strong>Leadership &amp; Professional Skills</strong></h3> <ul> <li>Strong people management, coaching, and performance management skills.</li> <li>Solid understanding of contact center operations, KPIs, and quality frameworks.</li> <li>Ability to analyze data and translate insights into action.</li> <li>Strong decision-making and problem-solving skills under pressure.<br><br></li> </ul> <h3><strong>Communication &amp; Interpersonal Skills</strong></h3> <ul> <li>Excellent written and verbal communication skills.</li> <li>Ability to handle escalations and difficult conversations professionally.</li> <li>Strong stakeholder management and collaboration skills.</li> </ul> <h2><strong>Personal Attributes</strong></h2> <ul> <li>High level of ownership, accountability, and integrity.</li> <li>Calm, resilient, and adaptable in a fast-paced environment.</li> <li>Customer-centric with a strong service mindset.</li> <li>Willingness to work shifts, weekends, and public holidays as required.</li> </ul>