Customer Support Team Lead

  WE ARE HIRING: Customer Support Team Lead

Location: Lagos, Nigeria (Remote for now, On-site later)

 Industry: Fintech (Crypto & Forex Trading)

 Salary: ₦300,000 – ₦400,000 + Incentives & Benefits

🔹 Role Overview

We are looking for an experienced Customer Support Team Lead to oversee and grow our customer service operations for global trading clients. This role is ideal for someone with strong Forex/CFD support experience, hands-on Zendesk expertise, and proven leadership capabilities.

You will be responsible for driving service excellence, optimizing workflows, and ensuring an outstanding customer experience.

🔹 Key Responsibilities

- Lead and manage a team of 10+ customer support agents

- Monitor and drive KPIs (SLA, response time, resolution time, CSAT)

- Oversee daily operations across live chat, email, and phone support

- Manage and optimize Zendesk (workflows, triggers, automations, reporting)

- Conduct quality assurance (ticket reviews, call evaluations)

- Train, coach, and evaluate team performance

- Develop SOPs, knowledge base content, and support guidelines

- Handle escalations, including trading-related issues

- Collaborate with internal teams (Operations, Compliance, Payments, Product)

- Analyze reports and continuously improve support performance

Requirements

- Fluent in English (C1 level); local languages are an added advantage

- 4+ years in customer support (Forex/CFD experience preferred)

- 2+ years managing large support teams (20+ agents)

- Strong Zendesk administration experience

- Solid knowledge of Forex trading (leverage, margin, spreads, etc.)

- Experience with KPI management and service quality monitoring

- Strong leadership, communication, and analytical skills

- Ability to thrive in a fast-paced fintech environment

Preferred Qualifications

- Experience with MetaTrader 4/5 or similar platforms

- Background in global brokerage or fintech companies

- Experience managing remote or multi-language support teams

- Familiarity with Zendesk Analytics or similar tools

Interested candidates should apply now https://lnkd.in/drg7NfaC

Customer Experience CRM Analyst at First Bank of Nigeria Ltd

Location: Lagos

Project and Stakeholders Management:

• Conduct sanity checks on all deployed CRM modules and features to ensure stability and performance.
• Coordinate User Acceptance Testing (UAT) and facilitate the development of Business Requirement Documents (BRDs) with all relevant stakeholders.
• Engage stakeholders to gather feedback and align CRM functionalities with evolving business needs.
• Track project milestones and ensure timely delivery of CRM enhancements and deployments.

Application Support:

• Act as the liaison between end users, vendors, service providers, and the IT team to ensure seamless communication and issue resolution.
• Identify and design CRM-related report requirements, including list views, dashboards, and analytics.
• Configure workflow rules, business processes, and automation based on user requirements.
• Collaborate with internal and external teams to ensure the CRM environment is properly configured, maintained, and optimized.
• Provide technical support and troubleshoot software issues, working closely with both end users and technical teams.
• Monitor system performance and recommend improvements to enhance efficiency and user experience.

Help Desk Support:

• Respond promptly to user and system issues, providing effective troubleshooting and resolution.
• Analyze recurring issues and communicate findings to assess needs and propose long-term solutions.
• Work closely with business leaders to translate requirements into configuration and customization solutions that meet delivery and project goals.
• Maintain monthly usage statistics and monitor CRM adoption to identify gaps and recommend business solutions.
• Train new users on CRM functionalities and best practices.
• Provide ongoing training to existing users on new features, modules, and updates.
• Develop and maintain comprehensive training materials, user guides, and documentation.
• Promote user adoption through workshops, demos, and support sessions.

Training and Documentation:

Continuous Improvement and Innovation

• Identify improvement opportunities and assist in implementing enhancements that maximize the value of the CRM solution.
• Stay updated on Microsoft Dynamics 365 updates and industry trends to recommend innovative features and tools.
• Evaluate feedback and usage data to refine CRM strategies and ensure alignment with organizational goals.

JOB REQUIREMENTS

EDUCATION

Computer science, IT or other relevant numerate discipline

EXPERIENCE

• Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc.
• Proficient in Microsoft CRM tools and the Microsoft Power Platforms i.e Power BI, Power Apps, and Power Automate.
• demonstrate excellent presentation skills, Stakeholder Management, and Exceptional written and verbal communication skills

Apply via: https://lnkd.in/e8UEjZmy

Method of Application

Interested and qualified? Go to First Bank on hdbc.fa.em2.oraclecloud.com to apply

Urgent Customer Support Content Manager Level recruitment

 Hiring: Customer Support Content Manager | Moniepoint Group

Job Type: Full Type

#Moniepoint #ContentManager #Customersupport

Customer Support Content Manager

Lagos, Nigeria

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Job Purpose

The Content Manager—Customer Support Operations will be responsible for the ownership, governance, and continuous improvement of the organization’s customer support knowledge ecosystem. This role ensures that both customer-facing and agent-facing knowledge assets are accurate, accessible, and consistently updated to support high-quality customer interactions across all support channels.

As customer support scales across multiple products and service channels, including voice, email, live chat, WhatsApp, social media, and offline, this role will play a critical part in ensuring that agents and automated systems have access to reliable information that supports efficient customer support, reduces repeat contacts, minimizes the miscategorization rate, and improves the overall customer experience.

The Content Manager will work cross-functionally with Product, Operations, and Platform teams to maintain a centralized knowledge base that supports customer service delivery, agent productivity, and automation initiatives such as chatbots and self-service tools.

Key Responsibilities

Knowledge Base Ownership & Governance

• Own and manage the Customer Support Knowledge Base as the single source of truth for support information.
• Develop, maintain, and continuously improve knowledge articles, agent reference guides, SOPs, and troubleshooting documentation.
• Ensure all content is accurate, relevant, up-to-date, and easy for agents to access and use during customer interactions.
• Establish knowledge management standards, templates, and content governance processes.
• Conduct regular content audits to identify outdated information and ensure timely updates.

Bot Knowledge Repository Management

• Develop and maintain the knowledge repository used by chatbots and automation tools.
• Review and update bot responses to ensure accuracy and relevance.
• Monitor bot-to-agent escalations to identify gaps in automated knowledge.
• Continuously improve bot knowledge to increase automation containment rates and first-contact resolution.
• Collaborate with platform and engineering teams to enhance self-service capabilities.

Content Development & Optimization

• Translate complex product, operational, and policy information into clear, concise, and easy-to-understand knowledge content.
• Ensure content is optimized for fast agent consumption during live customer interactions.
• Develop customer-facing help content that supports self-service initiatives.
• Identify opportunities to simplify knowledge structures and improve information discoverability.

Cross-Functional Collaboration

• Partner with Product Managers to ensure knowledge content reflects new product launches, feature updates, and policy changes.
• Work closely with the Customer Support Operations Team to ensure content aligns with real-world support workflows.
• Collaborate with the Quality Assurance (QA) team to ensure knowledge content supports quality standards and interaction guidelines.
• Partner with the Learning & Development team to ensure onboarding and learning materials remain aligned with current product knowledge.

Knowledge Performance & Continuous Improvement

• Monitor knowledge usage and identify opportunities to improve knowledge accessibility and effectiveness.
• Track metrics related to knowledge effectiveness, such as:
• Agent knowledge usage
• Miscategorization rates
• Bot containment rates
• Quality Assurance scores
• Use operational insights and support data to continuously refine knowledge content and improve support efficiency.

Qualifications & Experience

Education

• Bachelor’s degree in Business Administration, Communications, Information Management, or a related field.

Experience

• 3-6 years of experience in knowledge management, content management, customer support operations, or technical writing.
• Experience working in customer support, fintech, telecoms, SaaS, or BPO environments is strongly preferred.
• Experience managing knowledge bases, help centers, or support documentation platforms.

Required Skills & Competencies

Knowledge & Content Management

• Strong ability to structure, organize, and manage large knowledge repositories.
• Excellent technical writing and documentation skills.

Analytical & Problem-Solving Skills

• Ability to analyze support tickets and customer feedback to identify knowledge gaps.

Collaboration & Communication

• Strong cross-functional collaboration with Product, Operations, and Platform teams.
• Ability to translate complex technical information into clear operational guidance.

Operational Awareness

• Strong understanding of contact centre workflows, customer support processes, and multi-channel support environments.

What We Can Offer You

• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all voices are heard, and we look out for one another. Above all, we are human.
• Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training.
• Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the hiring team.
• An interview with a member of our executive team.

Click the link below to apply

https://lnkd.in/eg33HQ-P

Urgent Recruitment: Recovery Agents Needed Across Multiple Locations

We are currently seeking to engage Recovery Agents for immediate employment across the following locations:

Abeokuta

Sagamu

Benue State

Lekki/Ajah (Lagos State)

Imo State

Rivers State

Edo State

Delta State

Enugu State

Oyo State

 Compensation & Benefits:

Fixed Salary: ₦80,000

Performance Incentives: Up to ₦150,000

Transportation Allowance

We are looking for motivated and result-driven individuals with strong recovery and negotiation skills.

Application Process:

Interested candidates should kindly send their CV via WhatsApp to 08164491442.

Please feel free to share this opportunity within your network.

Latest Jobs at Moniepoint Group

Moniepoint is a financial technology company digitizing Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.

Location: Lagos

View Job Details

https://lnkd.in/gfDfPvaE