• Application Deadline:
• Position: Customer Operations Lead



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 4 - 5 years



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

About the role

• Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Nigeria team.


• In this role, you will lead and support a team of Customer Operations Associates to deliver on targets and an excellent customer experience. You will be responsible for optimizing day-to-day operations, managing team performance (targets), and making improvements to existing processes that result in faster and high quality service to our Customers.


• An ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims.

Key Roles & Responsibilities:

• Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes.


• Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team.


• Monitor daily performance and take real-time corrective action to maintain momentum and productivity.


• Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities.


• Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs.


• Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence.


• Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards.


• Prepare and present accurate and timely weekly and monthly performance reports.


• Resolve customer and team escalations promptly and professionally.


• Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience.


• Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements.


• Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms.


• Contribute to the development and refinement of customer scripts, service processes, and escalation protocols.

Key Qualifications

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual.


• 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role.


• Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable.


• Strong track record of managing customer-facing teams in fast-paced, high-volume environments.


• Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics.


• Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards.


• Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative.


• Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines.


• Willingness to work as a team member with people across geographies and cultures.