Customer Support, Team Lead

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.