Customer Support Team Lead

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Develop the shift schedule and on-call rotation to ensure coverage at all times, including evenings and weekends, with designated backups.

• Conduct daily stand-up meetings to review the previous day's SLA performance, examine escalations, and address any tickets that have fallen off the queue.

• Facilitate the onboarding and certification of new representatives, ensuring that no one engages with the live queue until they successfully complete a drill-based certification.

• Take ownership of the weekly quality audit and provide coaching based on the findings.

• Uphold the non-negotiable standards: no ticket means no work; every response must conclude with a next step, assigned owner, and timeline; SLAs commence from ticket creation; nothing is deemed "handled" until confirmed.

• Maintain trust between tiers; a poor handoff that negatively impacts a Customer Success Manager (CSM) should be rectified the same day.

• Serve as the escalation point for representatives experiencing uncertainty and act as a safety net in emergency situations.

• Keep the routing playbook and templates updated as real-world issues reveal gaps.

• Manage the support dashboard and present it during the weekly operations review.

• Identify trends early; if cancellations or specific issues are on the rise, you are likely to notice it first.

⛳️ Requirements

• A minimum of 4 years of experience in customer support or service, including at least 1 year in a leadership or coaching role.

• Exceptional written English skills and a high standard for the team's written communication.

• Practical experience with SLAs, queues, and support metrics.

• A fair, structured, and consistent coaching style, maintaining standards without micromanagement.

• Ability to remain calm and decisive during escalations.

• Comfortable managing a dashboard and presenting insights to leadership.

• Reliable home internet, a professional remote workspace, and backup connectivity options.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements to promote work-life balance.