• Application Deadline:
• Position: Regional Team Lead, Customer Support, (North Central)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Nigeria




• Job Field Customer Care 
  
  

Job Purpose

• The Regional Team Lead (“RTL”) builds strong relationships with customers and ensures products or services are optimized to receive the highest ROI.


• The RTL plays a major role in hiring, training and mentoring the offline customer support team across offline channels. He/she is also in charge of implementing policies with internal teams to establish quality customer service that exceeds expectations.

Key Responsibilities

Team Leadership & People Development

• Line Management: Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation.


• Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.


• Mentoring & Coaching: Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members.

Operational Excellence & Strategy

• Relationship Management: Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.


• Process Improvement: Develop and share best practices to enhance the efficiency and quality of support workflows.


• Reporting: Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.

Stakeholder & Project Management

• Cross-Functional Collaboration: Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.


• Project Oversight: Lead and execute customer support-related events and strategic projects.


• Field Engagement: Conduct regional visitations across state offices to audit support quality and understand local customer challenges.

Required Skills & Competencies

Educational & Experience Requirements

• Experience: Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth.


• Education: BSc in any relevant field.


• Service: Must have completed NYSC.

Technical & Professional Skills

Systems Expert: Advanced proficiency in CRM tools, ticketing systems, and managing high-volume interactions..

• Tech Savvy: Strong computer literacy with the ability to navigate and troubleshoot multiple technical systems simultaneously.


• Analytical Skills: Ability to interpret data and translate it into actionable performance reports.

Communication & Interpersonal Skills

• Articulate Communicator: Exceptional written and verbal skills, with the ability to explain complex information concisely.


• Adaptive Personality: A high degree of emotional intelligence to navigate various customer personalities and conflict-resolution scenarios.

Personal Attributes

• Strategic Thinker: Highly organized and detail-oriented with the ability to prioritize tasks in a fast-paced digital environment.


• Empathy-Driven: A deep sense of patience and customer-centricity.


• Independent & Collaborative: Capable of driving results autonomously while fostering a unified team environment.