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.