Customer Support, Team Lead

Job Purpose

The Team Lead, Online Customer Support is responsible for day-to-day leadership and performance management of a sub-team of Customer Support Officers (Associates and Senior Associates) across multiple channels.

The role ensures consistent delivery of high-quality customer support, achievement of operational KPIs, adherence to policies and regulatory requirements, and continuous improvement of customer experience. The Team Lead acts as a key link between frontline operations and management, translating strategy into execution while developing team capability and engagement.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and manage a team of Associates and Senior Associates to deliver excellent customer support across all assigned channels.
• Set clear performance expectations, conduct regular one-on-ones, and provide ongoing feedback and coaching.
• Monitor individual and team performance against KPIs, quality standards, and SLAs.
• Support onboarding, training, and ongoing development of team members.
• Identify performance gaps and implement improvement plans where required.
• Foster a positive, inclusive, and high-performance team culture.

2. Operational Oversight & Service Delivery

• Oversee daily operations to ensure adequate coverage, queue management, and adherence to schedules and shifts.
• Monitor live performance metrics and take real-time actions to manage service levels.
• Act as the first line of escalation for complex, sensitive, or high-risk customer issues.
• Ensure accurate case management, documentation, and timely resolution of customer issues.
• Support business continuity by proactively managing workload spikes and resource constraints.

3. Quality, Risk & Compliance Management

• Ensure consistent adherence to customer support procedures, scripts, and regulatory requirements.
• Review quality assessment outcomes and coach team members to improve service quality.
• Identify potential operational, service, or risk issues and escalate to the Manager as appropriate.
• Reinforce data privacy, security, AML, and other mandatory compliance requirements within the team.

4. Customer Experience & Continuous Improvement

• Analyze customer feedback, complaints, and recurring issues to identify improvement opportunities.
• Partner with Quality, Product, Technology, and Operations teams to resolve root causes and improve processes.
• Drive adoption of new tools, processes, and policy changes within the team.
• Contribute to the development and update of knowledge base articles, FAQs, and support workflows.

5. Reporting & Stakeholder Collaboration

• Provide regular performance updates, insights, and escalation reports to the Customer Support Manager.
• Track trends in volumes, quality, CSAT, and escalations, and recommend corrective actions.
• Collaborate with internal stakeholders to ensure alignment between customer needs and business objectives.
• Support audits, reviews, and management requests related to customer support operations.

Performance & Success Measures

• Achievement of team KPIs (SLAs, CSAT, productivity, quality scores).
• Reduction in escalations and repeat contacts.
• Improved team capability, engagement, and retention.
• Compliance with policies, procedures, and regulatory standards.

Required Skills & Competencies

Qualifications & Experience

• Minimum of BSc.
• 5-7 years of customer support experience, preferably in banking, fintech, or digital services.
• At least 2 years in a supervisory or team-lead role.
• Completion of NYSC or possession of exemption/exclusion letter.
• Experience managing teams working in shifts.

Leadership & Professional Skills

• Strong people management, coaching, and performance management skills.
• Solid understanding of contact center operations, KPIs, and quality frameworks.
• Ability to analyze data and translate insights into action.
• Strong decision-making and problem-solving skills under pressure.

Communication & Interpersonal Skills

• Excellent written and verbal communication skills.
• Ability to handle escalations and difficult conversations professionally.
• Strong stakeholder management and collaboration skills.

Personal Attributes

• High level of ownership, accountability, and integrity.
• Calm, resilient, and adaptable in a fast-paced environment.
• Customer-centric with a strong service mindset.
• Willingness to work shifts, weekends, and public holidays as required.