Live Customer Support, Team Lead at Moniepoint Incorporated

Moniepoint is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

Moniepoint Incorporated (formerly TeamApt Inc.) was founded with the vision to create a society where everyone experiences financial happiness. We are the parent company of TeamApt Limited, a Central Bank of Nigeria(CBN) licensed Switch and Processor, and Moniepoint Microfinance Bank, a CBN-licensed Microfinance Bank.

We are recruiting to fill the position below:

Job Title: Live Customer Support, Team Lead

Location: Lagos

Job Purpose

• To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI.
• In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds.
• As managers, they play a major role in hiring, training and mentoring the customer success team.
• They also are in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

• Have a good understanding of the organisation’s products
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• As the Live Customer Support team lead, you’ll be responsible for line management of a number of Customer Support Officers.  This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they in turn become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualifications

• Bachelor's Degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support or Account Management 
• Previous experience in a team leadership or supervisory role
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in fast-paced environment
• Excellent multitasking and project management skills
• Well-organized, with a high attention to detail and ability to prioritize
• Excellent communication skills
• Strong analytical and problem-solving abilities
• Proficiency in using customer support software and tools 
• Proactivity
• Ability to handle escalated situations
• Strong organizational and time management skills.

Application Closing Date
Not Specified.