Team Lead, Customer Support in Lagos at Sycamore Integrated Solutions Limited (SISL)

Job Description

Responsibilities

Lead and manage the Customer Support team to ensure timely and effective resolution of customer inquiries and issues.
Develop and implement strategies to enhance customer satisfaction and overall service quality.
Monitor and analyze customer support performance metrics, identifying areas for improvement.
Train, mentor, and motivate team members to meet and exceed service expectations.
Collaborate with other departments, including Product, Risk, and Operations, to resolve customer issues and improve processes.
Handle escalated customer complaints, ensuring prompt and satisfactory resolutions.
Optimize customer support workflows and leverage technology to enhance efficiency.
Maintain detailed records of customer interactions and feedback, using insights to improve service delivery.
Ensure compliance with Sycamore’s policies, industry regulations, and best practices.
Drive a culture of continuous improvement within the team to enhance customer engagement and retention.
Qualifications & Experience

Bachelor’s degree in Business Administration, Communications, or a related field.
Minimum of 3-4years of experience in customer support, with at least 2 years in a leadership role.
Strong leadership and people management skills, with the ability to inspire and drive a high-performance team.
Excellent problem-solving and conflict resolution abilities.
Strong verbal and written communication skills.
Experience using customer relationship management (CRM) tools and support software.
Ability to thrive in a fast-paced and customer-obsessed work environment.