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.