Customer Operations Lead

3 days ago

Abuja, FCT, Nigeria Oyple Full time

About Oyple

Oyple (
) is building a modern textile-commerce platform for Nigeria and Africa. Starting with Asoebi event purchases and expanding into a full marketplace connecting retailers and wholesalers.

We align customer expectations, quality control in markets, and merchants into one smooth workflow.

Role Description

This is a full-time remote/field role, for a Customer Operations Lead (Contract). The Customer Operations Lead will be responsible for overseeing customer service operations, ensuring smooth logistics coordination, managing vendor relationships, solving customer issues, and improving overall customer experience. The individual will also manage field operators

Role Type & Compensation

  • Contract:
     Rolling contract (renewable)
  • Compensation:
     
    ₦250,000/month
     base + 
    ₦50,000/month
     call/data allowance
  • Location:
     Lagos preferred (remote/field). Remote within Nigeria considered with periodic field visits.
  • Hours:
     Full-time; flexibility for peak periods

What You'll Do

1) Customer Operations & Success

  • Be the first point of contact for customers who publish an event on Oyple.
  • Clearly explain Oyple's value, delivery timelines, 
    delivery policy
    , and 
    fabric replacement policy
     to set expectations and remove assumptions.
  • Own inbound queries and complaints across WhatsApp/Instagram/phone/email; drive fast, empathetic resolutions.
  • Track SLAs: first response time, resolution time, and CSAT/NPS.

2) Order & QC Coordination

  • Coordinate with on-ground 
    Quality Control (QC) personnel
     who source fabrics from market vendors.
  • Ensure QC checklists are followed (color/texture match, GSM, defects, vendor receipts/photos, replacements).
  • Escalate and resolve mismatches promptly; communicate updates back to customers.

3) Marketplace Expansion (Field Team Management)

  • Manage 
    field officers
     who onboard wholesalers and retailers to Oyple.
  • Plan weekly targets, routes, merchant pitches, and activation flows.
  • Ensure merchants complete KYC, catalog basics, pricing, and first-listing go-live.
  • Monitor onboarding, activation, retention funnel; remove blockers fast.

4) Process, Tools & Reporting

  • Maintain clean logs in CRM/Sheets (customer touchpoints, QC outcomes, vendor notes, tickets).
  • Propose and document SOPs that reduce repeat issues and improve conversion/quality.

What You'll Need

  • 2–5 years in 
    customer operations
    , 
    customer success
    , 
    field/merchant onboarding
    , or 
    marketplace ops
     (fashion/textiles/e-commerce a plus).
  • Excellent spoken and written communication; calm under pressure; high ownership.
  • Strong coordination skills across customers, QC staff, and field officers.
  • Comfortable with WhatsApp/phone support, Google Workspace, spreadsheets, and basic CRM tools.
  • Market familiarity
     with Nigerian textile hubs (e.g., Lagos markets) is a strong plus.
  • Languages:
     Fluent English required; Yoruba/Igbo/Hausa a bonus.
  • Willingness to do occasional market visits and weekend coverage when needed.

What We Offer

  • Mission-driven team shaping the next generation of textile commerce.
  • High ownership, visible impact, and growth into senior ops/marketplace roles.
  • Supportive culture with clear SOPs and real-time feedback loops.

How to apply

Please Fill out the form to Apply

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