Customer Support Lead at Lendigo Nigeria - Seedstars

Lendigo Nigeria is a high growth portfolio company of Seedstars, focusing on SME lending. Our vision is to become the leading champion in SME lending for the common man in Nigeria while developing revolutionary fin-tech products that will change the old dusty lending industry. Being a part of this ambitious project is what drives us every day and makes us achieve the best results for our clients.

We are recruiting to fill the position below:

Job Title: Customer Support Lead

Location: Ilupeju, Lagos
Employment type: Full Time
Level: Senior Manager/Supervisor

About the Job

• We are seeking to hire a 'hands-on' Customer Support Lead to join its team based in Lagos, Nigeria.
• Your main duties include coordinating the Customer Support team, developing measures to maintain excellent customer service, being responsible for the smooth running of the department, and ensuring that there is an increase in customer satisfaction.
• Ideal candidates will be extremely flexible with scheduling, working weekends and occasionally on holidays.

Responsibilities

• Plan and coordinate the activities of the customer support unit
• Create better modes of operations to make customer support easier for both team members and customers
• Provide feedback on customer activities for policy changes
• Ensuring the CRM tool is used to record interactions with clients
• Manage partnerships with the collections team by implementing new processes and by setting and monitoring KPIs
• Working knowledge of customer support software, databases, and tools
• Recruit, mentor, and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment

Your Profile

• Proactive, with an innate drive to explore different options for reaching results, autonomously
• 3+ years experience providing customer service support
• High attention to detail
• Solid management skills: the ability to lead and partner with cross-functional teams (Operations, Credit Collections, UX/UI, etc.) to help draft and review critical communications as needed
• Excellent communication skills to interact effectively with clients
• Extremely analytical with expert Excel skills, SQL knowledge is a plus
• Good interpersonal skills to create a cordial relationship with team members

Benefits and Perks

• Coaching opportunities and learning Financial Technology from the Best
• Join a young, passionate, hungry, and growing team of entrepreneurs and facilitators
• Regular get-togethers like team events, etc.
• Flexible working hours and offsite work arrangements
• Pension, life, and health insurance schemes
• A high degree of autonomy, flat hierarchy, open communication, and a get shit done attitude.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.