Opportunity at
MoniepointTeam Lead, North East Region
Moniepoint is an all-in-one financial services platform serving emerging markets, providing personal and business banking, payments, credit, and management tools to millions of users since 2019.…
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About This Role
Moniepoint is an all-in-one financial services platform serving emerging markets, providing personal and business banking, payments, credit, and management tools to millions of users since 2019. The company is hiring a Team Lead, North East Region to oversee offline customer support operations, build strong client relationships, and optimize service delivery for maximum return on investment. This role suits an experienced customer support professional with a background in team leadership and…
Job Description
Moniepoint is an all-in-one financial services platform serving emerging markets, providing personal and business banking, payments, credit, and management tools to millions of users since 2019. The company is hiring a Team Lead, North East Region to oversee offline customer support operations, build strong client relationships, and optimize service delivery for maximum return on investment.
This role suits an experienced customer support professional with a background in team leadership and performance management. The chosen candidate will manage daily workflows, mentor staff, analyze key performance metrics, and collaborate with regional stakeholders. Responsibilities also include conducting field visits across the North East region to audit support quality and address local challenges.
The successful candidate needs to live in Gombe and maintain a willingness to travel across Adamawa, Bauchi, Borno, Taraba, and Yobe states for regional oversight.
Responsibilities
- Manage daily workflows and resource allocation for Offline Customer Support Officers and State Team Leads
- Drive team accountability through metric monitoring, regular calibrations, and performance improvement plan administration
- Conduct one-on-one feedback sessions and build training pathways to upskill team members
- Establish strategic relationships with key accounts and shift from reactive support to proactive success planning
- Create and share best practices to improve efficiency and quality across support workflows
- Analyze key performance indicators to compile weekly and monthly performance insights for senior management
- Serve as the primary liaison for Regional Managers and State Coordinators to align support goals
- Lead and execute customer support events and strategic projects
- Perform regional visits to state offices to audit support quality and assess local customer challenges
Requirements
- Minimum of 5 years of experience in a relevant customer service or support environment with demonstrated leadership growth
- Completed National Youth Service Corps service
- Advanced proficiency in CRM tools, ticketing systems, and high-volume interaction management
- Strong computer literacy and ability to troubleshoot multiple technical systems simultaneously
- Ability to interpret data and translate it into actionable performance reports
- Exceptional written and verbal communication skills
- High emotional intelligence for conflict resolution and handling various customer personalities
- Reside in Gombe and be willing to travel to Adamawa, Bauchi, Borno, Taraba, and Yobe states
Qualifications
- Bachelor of Science degree in any relevant field
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and travel requirement for this role?
The successful candidate must reside in Gombe and be willing to travel across the North East region, including Adamawa, Bauchi, Borno, Taraba, and Yobe states, for regional team oversight.
What educational and experience background is required?
Applicants must hold a Bachelor of Science degree in a relevant field, have completed the National Youth Service Corps, and possess a minimum of five years of experience in a customer service or support environment with demonstrated leadership growth.
What are the main duties of the Regional Team Lead?
The role involves overseeing offline customer support officers and state team leads, driving team performance, managing key account relationships, analyzing key performance indicators, and conducting regional site visits.
Does the posting specify the salary and employee benefits?
No, the job posting does not specify the salary or benefits for this position.
Sample Interview Questions
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