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Customer Support Lead

2 weeks ago

Lagos, Lagos, Nigeria Human-Aware Real-Time Solutions Ltd Full time ₦4,000,000 - ₦8,000,000 per year

Human-Aware Real-Time Solutions Limited is an innovative service company revolutionizing the way businesses engage with their customers through online marketing and messaging. Our platform helps businesses deliver personalized, timely, and effective SMS communication, creating seamless connections between brands and their customers.

We are recruiting to fill the position below:

Job Position: Customer Support Lead

Job Location: Yaba, Lagos

Employment Type: Full-time

Job Description

  • As we scale, we're looking for a dynamic Customer Support Lead to help guide and inspire our support team in delivering exceptional service to our growing customer base.
  • We are seeking a Customer Support Lead who will be responsible for overseeing the day-to-day operations of our customer support team, ensuring that all customer inquiries and issues are addressed efficiently and effectively.
  • As a leader, you will play a key role in setting the tone for our support team's culture and ensuring the highest level of customer satisfaction.
  • You will have a unique opportunity to shape the customer experience of a fast-growing tech startup and will work closely with Product, Engineering, and Marketing teams to ensure our customers are getting the best possible service.

Key Responsibilities

Team Leadership:

  • Lead, motivate, and manage a team of customer support agents to deliver outstanding service.
  • Conduct regular one-on-one meetings, team check-ins, and performance reviews.
  • Help identify training needs and organize continuous learning for team members to improve their skills.

Customer Support Management:

  • Oversee and manage day-to-day customer support operations, including tracking and responding to inbound inquiries via chat, email, phone, and social media.
  • Monitor key customer support metrics (response times, customer satisfaction, etc.) and take necessary actions to improve team performance.
  • Implement best practices for handling difficult or complex customer interactions and ensure quick resolution of issues.

Escalation Handling:

  • Act as the point of escalation for any customer issues that require advanced troubleshooting or management intervention.
  • Work with the engineering team to diagnose and resolve technical issues.

Process Improvement:

  • Continuously analyze support workflows and customer feedback to identify areas for improvement.
  • Develop and refine customer support procedures, tools, and documentation.
  • Advocate for the voice of the customer and ensure customer feedback is communicated across the organization.

Collaboration & Cross-Functional Support:

  • Collaborate with Product, Sales, and Marketing teams to ensure a consistent customer experience across all touchpoints.
  • Assist in product releases or feature updates by ensuring that customers are informed and properly supported.

Reporting & Analytics:

  • Generate regular reports on team performance, customer feedback, and emerging trends.
  • Use data and customer insights to propose service enhancements and support strategies.

Requirements

Experience:

  • 2+ years in customer support, with at least 1 year in a leadership role (ideally in SaaS or tech support).
  • Experience managing a team in a fast-paced, customer-first environment.
  • Previous experience with online services or communication platforms is a plus.

Skills:

  • Strong leadership, coaching, and team-building skills.
  • Excellent communication skills, both written and verbal.
  • Analytical mindset with the ability to use data to drive decisions.
  • Ability to troubleshoot and resolve technical issues quickly.
  • Knowledge of customer support tools (e.g., Zendesk, Freshdesk, Intercom) and ticketing systems is an added advantage.
  • Familiarity with online marketing/engagement tools is a plus.

Personal Traits:

  • A customer-focused attitude with a passion for providing exceptional support experiences.
  • A self-starter with excellent time management skills.
  • Empathetic, patient, and solutions-oriented approach when dealing with customers.
  • Comfortable working in a startup environment that requires flexibility and adaptability.