Head of Support at a Reputable Fintech and Cross-border Payments Company - TeamAce Limited

TeamAce Limited - Our client, a reputable company in the Fintech and Cross-border Payments sector, is recruiting suitably qualified candidates to fill the position below:

Job Title: Head of Support

Location: Lagos
Employment Type: Full-time

Job Summary

• As the Head of Support, you will be responsible for designing, launching, and managing a world-class customer support organization.
• You will oversee daily support operations, lead the support team, manage SLAs, and drive quality across all support channels.
• This role requires strong operational leadership, deep expertise in support systems (especially Zendesk), and the ability to scale support for a high-trust fintech product.

Responsibilities

• Set up and manage day-to-day support operations across chat and email channels.
• Build and lead a high-performing support team, including agents, leads, and support ops.
• Define and maintain SLAs, quality standards, workflows, escalation paths, and playbooks.
• Configure and optimize Zendesk: routing, queues, triggers, automations, and reporting.
• Monitor performance metrics and use data insights to improve support processes and customer experience.

Requirements

• B.Sc Degree or HND qualification in any relevant field; advanced certifications or training in support operations is an advantage.
• 6 – 10+ years’ experience in customer support or operations, with at least 3 years in a leadership role.
• Proven experience running and scaling support teams in fintech or high-trust environments.
• Hands-on expertise with Zendesk (or similar tools), SLAs, QA frameworks, and analytics.
• Strong communication, people leadership, and problem-solving skills; calm under pressure.

Application Closing Date
30th December, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online