Opportunity at
MoniepointCustomer Support, Team Lead
Moniepoint seeks a full-time Customer Support, Team Lead to oversee daily operations and guide a sub-team of Customer Support Officers across various communication channels. This on-site…
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About This Role
Moniepoint seeks a full-time Customer Support, Team Lead to oversee daily operations and guide a sub-team of Customer Support Officers across various communication channels. This on-site role involves supervising staff schedules, tracking service level agreements and performance metrics, addressing complex customer escalations, and ensuring adherence to compliance policies including anti-money laundering and data privacy standards. The position suits professionals with extensive background in customer support and prior supervisory experience within…
Job Description
Moniepoint seeks a full-time Customer Support, Team Lead to oversee daily operations and guide a sub-team of Customer Support Officers across various communication channels.
This on-site role involves supervising staff schedules, tracking service level agreements and performance metrics, addressing complex customer escalations, and ensuring adherence to compliance policies including anti-money laundering and data privacy standards.
The position suits professionals with extensive background in customer support and prior supervisory experience within digital services, fintech, or banking sectors.
The successful candidate will collaborate with multiple internal departments to analyze customer feedback, streamline processes, and implement continuous improvements. Responsibilities also include coaching team members, supporting onboarding processes, driving the adoption of new tools, and preparing regular performance reports for management.
Responsibilities
- Lead, mentor, and coach customer support associates and senior associates across multiple channels
- Monitor live metrics and manage daily queue operations, schedules, and shifts
- Handle complex, sensitive, or high-risk customer escalations as the first line of support
- Oversee adherence to quality assurance standards, support procedures, and regulatory requirements
- Partner with product, technology, and operations teams to address root causes of customer issues
- Analyze support volumes, CSAT, quality scores, and escalation trends to provide insights to management
Requirements
- Bachelor of Science degree
- 5 to 7 years of customer support experience within banking, fintech, or digital services
- Minimum of 2 years working in a supervisory or team lead capacity
- Completion of NYSC or possession of an exemption or exclusion letter
- Experience leading teams that operate on shift schedules
- Availability to work shifts, weekends, and public holidays
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote or on-site?
The posting specifies that this is an on-site role.
What is the employment type?
This is a full-time position.
What experience is required for this position?
Candidates need 5 to 7 years of customer support experience in fintech, banking, or digital services, with at least 2 years in a supervisory or team-lead role, plus a Bachelor of Science degree and completion or exemption from NYSC.
What is the salary for this position?
The salary is not specified in the job posting.
Sample Interview Questions
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