Team Lead (Customer Support) at Mwanga

Mwanga is a pioneer tech-driven debt recovery and business support outsourcing company with a vision to be the leading extension to global teams in Africa. We started our pilot operations in 2018 with a small agile team and have scaled impressively since then in results and team becoming trusted by key players for recoveries in Nigeria. We offer business support to businesses with the aim of helping them scale using ethical and innovative technology strategies. We are trusted by Africa’s leading lenders to recover their outstanding debts and to scale our impact. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services, and data analysis.

We are recruiting to fill the position below:

Job Title: Team Lead (Customer Support)

Location: Maryland, Lagos
Employment Type: Full-time

Job Summary

• We are seeking a proactive and results-driven Team Lead to oversee daily call center operations and lead a team of customer support agents.
• The successful candidate will be responsible for driving service excellence, managing escalations, monitoring team performance, and ensuring customer satisfaction targets are consistently met across all assigned projects.
• This role requires a hands-on leader who can balance people management with performance tracking in a fast-paced environment.

Key Responsibilities

• Supervise the day-to-day activities of customer support agents to ensure prompt, professional, and high-quality service delivery.
• Manage and resolve escalated or complex customer issues in line with company policies and service standards.
• Drive high levels of customer and client satisfaction by maintaining service quality, consistency, and responsiveness.
• Monitor individual and team performance against KPIs including, response time, productivity.
• Identify performance and skill gaps within the team and support targeted coaching, refresher training, or corrective actions.
• Collaborate closely with Quality Assurance, Training, and Operations teams to achieve service and operational goals.
• Motivate, coach, and mentor agents to consistently meet or exceed daily, weekly, and monthly targets.
• Monitor agent interactions to ensure compliance with internal standards and customer service best practices.
• Drive continuous improvement initiatives to enhance productivity, customer experience, and operational efficiency.

Requirements / Qualifications / Skills

• Minimum of B.Sc. or HND qualification
• 2–3 years’ experience as a Team Lead or Supervisor in a call center environment.
• Prior hands-on experience in customer support is an added advantage.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Strong analytical, leadership, and problem-solving skills.
• Ability to work effectively in a 12-hour rotational shift system.
• Must reside in Maryland, Lagos or nearby environs.

Application Closing Date
28th February, 2026.