Customer Support Lead - (Full-Time)

  • Department: Customer Support Lead
  • Job Type: Full-Time
  • Location: Abakaliki, Ebonyi State, Nigeria
  • Working days: Monday to Friday
  • Experience Required: 3+ Years

As the Customer Support Lead at Otapay, you will oversee the customer support team and ensure that Otapay’s users receive timely, effective, and empathetic assistance. You will be responsible for managing customer inquiries, resolving issues, and ensuring customer satisfaction. Additionally, you will train and mentor customer support representatives, driving improvements in team performance and customer service standards.

Key Responsibilities:

  • Lead and manage Otapay’s customer support team, ensuring timely and effective resolutions to customer queries.
  • Develop customer service processes and protocols to enhance the user experience.
  • Implement tools and technologies to streamline customer support processes.
  • Track key performance indicators (KPIs) for customer support, ensuring the team meets service goals.
  • Monitor and analyze customer feedback, identifying trends to improve service and product offerings.
  • Provide training and ongoing support to customer service representatives.
  • Collaborate with other teams to communicate customer insights and contribute to product development.
  • Assist in the development of customer support policies and ensure they align with company values and standards.

Great Benefits:

  • Competitive salary with opportunities for career progression.
  • Health and wellness benefits, including dental and vision care.
  • Remote work options with flexible hours.
  • Generous vacation and paid time off.
  • Professional development through training and workshops.

Why Join Otapay?

At Otapay, we believe in empowering our employees to lead, innovate, and make a lasting impact. Join a fast-growing fintech company at the forefront of digital payment solutions, and be part of a team that’s shaping the future of finance in Africa and beyond. With a collaborative work environment, opportunities for career advancement, and competitive compensation, Otapay is the ideal place to thrive.

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Otapay doesn’t accept unsolicited resumes from recruiters or employment agencies.