Team Lead, North East Region

Responsibilities

• Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation
• Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration
• Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members
• Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies
• Develop and share best practices to enhance the efficiency and quality of support workflows
• Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management
• Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs
• Lead and execute customer support-related events and strategic projects
• Conduct regional visitations across state offices to audit support quality and understand local customer challenges

Requirements

• Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth
• BSc in any relevant field
• Must have completed NYSC
• Advanced proficiency in CRM tools, ticketing systems, and managing high-volume interactions
• Strong computer literacy with the ability to navigate and troubleshoot multiple technical systems simultaneously
• Ability to interpret data and translate it into actionable performance reports
• Exceptional written and verbal skills, with the ability to explain complex information concisely
• A high degree of emotional intelligence to navigate various customer personalities and conflict-resolution scenarios
• Highly organized and detail-oriented with the ability to prioritize tasks in a fast-paced digital environment
• A deep sense of patience and customer-centricity
• Capable of driving results autonomously while fostering a unified team environment
• Must reside in Gombe and be willing to travel to the states under the North East region (Adamawa, Bauchi, Borno, Taraba and Yobe) for required regional team oversight