Customer Support Lead

2 weeks ago

Ibadan, Nigeria BLAKSKILL LIMITED Full time

Position: Customer Support Lead
Industry: Technology Solutions
Location: Wire and Cable, Apata, Ibadan, Oyo State
Job Type: Full-Time (On-site)
Budget: NGN 300,000 Monthly Net


Job Description (Summary)
The Customer Support Lead will manage the daily operations of the customer support team, ensuring timely and effective resolution of customer inquiries. This role includes process improvement, KPI tracking, and mentoring team members to provide exceptional customer experiences.

Customer Support Excellence
Develop a deep understanding of company products to guide customers through troubleshooting.
Manage escalated service requests, ensuring prompt resolution of complex issues.
Oversee onboarding processes to ensure smooth customer transitions.
Monitor staffing levels, including hiring, training, and scheduling, to maintain service quality.

Operational Efficiency & Process Improvement
Design and implement efficient customer service processes.
Regularly evaluate and update operational procedures to optimize service delivery.
Identify recurring service issues and implement corrective actions.
Collaborate with other departments to align support operations with business goals.

Data-Driven Management
Track and analyze customer service trends to identify and resolve service gaps.
Monitor performance metrics and provide regular reports to senior management.
Develop disaster recovery and business continuity plans to ensure uninterrupted operations.

Team Leadership & Development
Lead, mentor, and manage the customer support team, fostering a high-performance culture.
Conduct performance evaluations, providing feedback and coaching for team improvement.
Ensure compliance with industry regulations and company policies within the support team.

Cross-Departmental Collaboration
Partner with sales, marketing, and finance teams to ensure cohesive customer service.
Collaborate on key initiatives and projects to improve customer satisfaction and retention.

Working Relationships
Internal: Work closely with cross-functional teams, including sales, marketing, and product teams.
External: Engage with customers and stakeholders to enhance service delivery.


Required Skills & Competencies
Proficiency in customer support tools (Zendesk, Salesforce Service Cloud)
Strong leadership and coaching abilities
Process optimization and alignment
Data-driven approach to performance metrics
Effective problem-solving and conflict resolution
Continuous improvement initiatives
Expertise in ticketing systems and workflow management
Excellent communication skills
Strategic service planning


Required Qualifications & Experience
3-4 years of experience in customer service roles, preferably in e-commerce, logistics, fintech, or supply chain sectors.
At least 2 years of proven experience in customer support team management.
Proficiency with customer service software and best practices.
Ability to build a customer support team from the ground up.
Knowledge of both inbound and outbound customer service practices, tools and operations.
Strong knowledge of various customer service KPIs and metrics as well as its application.
Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to support.
Exceptional interpersonal, written, and verbal communication skills.
Proximity to the location will be an advantage.
Ability to thrive in a fast-paced, dynamic environment and meet deadlines.

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