Team Leads (Frontline & Technical) at Vitel Wirless Limited

Vitel Wireless Limited is Nigeria’s first Mobile Virtual Network Operator (MVNO), pioneering innovative wireless and digital communication solutions for individuals and businesses across the country.

We are recruiting to fill the position below:

Job Title: Team Lead (Frontline & Technical)

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• As part of our mission to deliver world-class connectivity and customer experience, we are expanding our Customer Support Team in Lagos and seeking talented professionals to join our growing team.
• The Team Lead oversees frontline and technical support teams, ensuring efficient operations and high-quality customer service.
• They guide, coach, and mentor team members, monitor performance metrics, and coordinate escalations to resolve complex issues.
• This role drives process improvements, fosters team collaboration, and ensures consistent, customer-focused service delivery.

Key Responsibilities

• Supervise frontline Tier 1 and technical Tier 2 partner teams.
• ‎Monitor queues and handle high-priority escalations.
• ‎Train teams on updates and troubleshooting procedures.
• ‎Act as a liaison between the Support Manager and agents.
• ‎Provide daily performance and issue reports.
• ‎Ensure smooth shift transitions.

Qualifications & Experience

• Bachelor’s degree in Business, Communications, IT, or a related field (or equivalent experience).
• 3 - 5 years of experience in customer support, technical support, or team leadership roles.
• Strong knowledge of customer service standards, support processes, and technical troubleshooting.
• Proficiency with CRM systems, ticketing platforms, and workflow management tools.
• Excellent leadership, communication, coaching, and problem-solving skills.
• Ability to manage teams, prioritize tasks, work under pressure, and ensure efficient resolution of customer issues.

What We Offer

• Competitive remuneration and benefits package.
• Dynamic and innovative work environment.
• Opportunities for professional growth and training.
• Be part of Nigeria’s first MVNO shaping the future of connectivity.

Application Closing Date
10th December, 2025.