Customer Service Lead

iRecharge Tech-Innovations is seeking a Customer Service Lead to oversee customer service operations, complaint resolution, service quality, and team performance while driving customer satisfaction and operational efficiency in a digital banking environment.

Responsibilities

• Lead day-to-day customer support operations across phone, email, live chat, social media, and digital channels, ensuring timely resolution within agreed service levels
• Develop and implement customer service standards, processes, and quality assurance frameworks
• Manage escalated customer complaints, identify root causes, and implement corrective actions
• Supervise, coach, and develop Customer Support Executives; monitor performance against KPIs
• Monitor customer feedback, service trends, and operational metrics; provide actionable insights to management
• Collaborate with Product, Technology, and Operations teams to resolve recurring issues and improve customer journey
• Ensure compliance with CBN consumer protection guidelines, AML/KYC requirements, and internal policies
• Drive customer service innovation through automation initiatives and process optimization

Requirements

• Bachelor's degree in Business Administration, Mass Communication, Marketing, or related field
• Minimum 3–5 years of experience in customer service or customer experience within banking, fintech, financial services, telecommunications, or similar service-driven industry
• At least 1–2 years in a supervisory role
• Proven experience managing customer support operations, complaint resolution, and CRM
• Understanding of digital banking products, CRM platforms, ticketing systems, and CBN consumer protection guidelines
• Ability to improve customer satisfaction and operational efficiency through data-driven insights
• Strong leadership, coaching, conflict resolution, communication, and stakeholder management skills
• High professionalism, empathy, integrity, and ability to lead excellence in fast-paced digital banking

Nice to Have:

• Professional certifications in Customer Service, Customer Experience, or Project Management

How to Apply

Send your CV to: recruitments@irecharge.ng