{"id":3766487,"url":"https://alion.io/job/moniepoint-group-customer-support-team-lead","title":"Customer Support, Team Lead","company":{"id":3087,"name":"Moniepoint Group","domain":"moniepoint.com","url":"https://alion.io/company/moniepoint-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":34,"ghost_share":0,"stale_share":0.559,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lagos, Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-11-04T17:29:29Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T10:00:53Z","board_verified":false,"closed_at":"2026-11-06T10:00:53Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Job Purpose\nThe 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.\nThe 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.\nKey Responsibilities\n1. Team Leadership & People Management\nLead, coach, and manage a team of Associates and Senior Associates to deliver excellent customer support across all assigned channels.\nSet clear performance expectations, conduct regular one-on-ones, and provide ongoing feedback and coaching.\nMonitor individual and team performance against KPIs, quality standards, and SLAs.\nSupport onboarding, training, and ongoing development of team members.\nIdentify performance gaps and implement improvement plans where required.\nFoster a positive, inclusive, and high-performance team culture.\n2. Operational Oversight & Service Delivery\nOversee daily operations to ensure adequate coverage, queue management, and adherence to schedules and shifts.\nMonitor live performance metrics and take real-time actions to manage service levels.\nAct as the first line of escalation for complex, sensitive, or high-risk customer issues.\nEnsure accurate case management, documentation, and timely resolution of customer issues.\nSupport business continuity by proactively managing workload spikes and resource constraints.\n3. Quality, Risk & Compliance Management\nEnsure consistent adherence to customer support procedures, scripts, and regulatory requirements.\nReview quality assessment outcomes and coach team members to improve service quality.\nIdentify potential operational, service, or risk issues and escalate to the Manager as appropriate.\nReinforce data privacy, security, AML, and other mandatory compliance requirements within the team.\n4. Customer Experience & Continuous Improvement\nAnalyze customer feedback, complaints, and recurring issues to identify improvement opportunities.\nPartner with Quality, Product, Technology, and Operations teams to resolve root causes and improve processes.\nDrive adoption of new tools, processes, and policy changes within the team.\nContribute to the development and update of knowledge base articles, FAQs, and support workflows.\n5. Reporting & Stakeholder Collaboration\nProvide regular performance updates, insights, and escalation reports to the Customer Support Manager.\nTrack trends in volumes, quality, CSAT, and escalations, and recommend corrective actions.\nCollaborate with internal stakeholders to ensure alignment between customer needs and business objectives.\nSupport audits, reviews, and management requests related to customer support operations.\nPerformance & Success Measures\nAchievement of team KPIs (SLAs, CSAT, productivity, quality scores).\nReduction in escalations and repeat contacts.\nImproved team capability, engagement, and retention.\nCompliance with policies, procedures, and regulatory standards.\nRequired Skills & Competencies\nQualifications & Experience\nMinimum of BSc.\n5-7 years of customer support experience, preferably in banking, fintech, or digital services.\nAt least 2 years in a supervisory or team-lead role.\nCompletion of NYSC or possession of exemption/exclusion letter.\nExperience managing teams working in shifts.\nLeadership & Professional Skills\nStrong people management, coaching, and performance management skills.\nSolid understanding of contact center operations, KPIs, and quality frameworks.\nAbility to analyze data and translate insights into action.\nStrong decision-making and problem-solving skills under pressure.\nCommunication & Interpersonal Skills\nExcellent written and verbal communication skills.\nAbility to handle escalations and difficult conversations professionally.\nStrong stakeholder management and collaboration skills.\nPersonal Attributes\nHigh level of ownership, accountability, and integrity.\nCalm, resilient, and adaptable in a fast-paced environment.\nCustomer-centric with a strong service mindset.\nWillingness to work shifts, weekends, and public holidays as 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