Customer Support Team Lead (Remote) at LemFi
- by Admin
- in Call For Jobs, Remote Job
Employment Type :
Full Time
Job Location :
Remote
Salary :
Highly Competitive
Job Summary :
We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.
We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs
The Role
We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs
The Role
- We are looking for a Customer Support Team Lead to ensure the smooth, consistent, and high-quality operation of our Customer Support function.
- You will oversee adherence to SOPs and SLAs, guide the team in delivering excellent customer experiences, and continuously improve processes to scale with our growing user base.
- This role requires strong operational rigor, leadership capabilities, and a deep commitment to customer satisfaction.
Responsibilities :
- Operational Excellence:
- Develop and maintain Standard Operating Procedures (SOPs) for all customer support processes.
- Create actionable Service Level Agreements (SLAs) for internal and external stakeholders to ensure smooth CS operations.
- Supervise and review the execution of SOPs and SLAs, identifying gaps and proposing scalable improvements.
- Monitor tickets and ensure customer requests receive complete and timely resolution.
- Review “on hold” escalated tickets and redistribute them efficiently to reduce backlog.
- Team Leadership & Performance Management:
- Lead, coach, and support the customer support team to achieve KPIs and ensure service excellence.
- Evaluate ticket quality to ensure responses meet internal standards and are properly documented.
- Provide ongoing performance support, including clear recommendations for improvement.
- Deliver weekly activity and performance reports to Customer Support Leadership.
- Prepare incident reports detailing blockers or process failures affecting team productivity.
- Customer Experience Management:
- Assess customer feedback to identify trends and drive improvements in service quality.
- Manage escalations across partners and internal teams (email, phone, Slack, Jira, Skype).
- Communicate pending or unresolved issues with users, partners, and internal stakeholders until full resolution.
- Collaboration & Continuous Improvement:
- Work cross-functionally with Product, Engineering, Compliance, and Operations to improve workflows.
- Recommend scalable solutions and process enhancements to strengthen efficiency and customer satisfaction.
- Support the Customer Support Leadership Team with any additional tasks as required.
Benefits :
Job Requirements :
- Experienced: 3–5 years in customer support, ideally in fintech or banking.
- A Team Lead: At least 1 year leading or supervising a customer support team; remote leadership experience is a plus.
- Process-Oriented: Strong understanding of CS operations, SOP/SLA management, and quality assurance.
- Emotionally Intelligent: Able to give feedback professionally, constructively, and with sound judgment.
- A Strong Communicator: Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
- A Problem Solver: Able to break down issues, identify root causes, and propose scalable improvements.
- Execution-Focused: Driven by results, quality, and operational excellence.
- Strong functional expertise and a track record of delivering measurable impact
- Clear, structured communication and the ability to collaborate across teams
- High ownership, reliability, and a bias for problem-solving
- A customer-obsessed mindset and passion for building great products
- Adaptability, curiosity, and comfort operating in a fast-paced environment
How to Apply :
The Interview Process
- Cognitive Assessment (via TestGorilla)
- Task Presentation & Technical Interview (45 mins)
- Final Interview (45 mins)
Recent Listing:
Recent Internship
Upskilling Digital Tech Smartphone at Prof.Isa Pantami Foundation
Pantami Foundation Announces Training for 200 Bauchi Youths in Smartphone Repairs, AI, and Cybersecurity
December 5, 2025
No Comments
Call For Applications: She Code Africa Mentorship Program Cycle 3
She Code Africa has opened applications for Cycle 3 of its highly impactful Mentorship Program a structured three-week learning journey designed to support African women
December 5, 2025
No Comments
