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    • Customer Support Lead - Ibadan - BLAKSKILL LIMITED

    BLAKSKILL LIMITED
    BLAKSKILL LIMITED Ibadan

    1 month ago

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    Description

    Position: Customer Support Lead

    In the Technology Solutions industry, we are seeking a highly skilled Customer Support Lead to manage the daily operations of our customer support team.

    Job Description

    The successful candidate will be responsible for ensuring timely and effective resolution of customer inquiries, process improvement, KPI tracking, and mentoring team members to provide exceptional customer experiences.

    Key Responsibilities

    • Develop a deep understanding of company products to guide customers through troubleshooting.
    • Manage escalated service requests, ensuring prompt resolution of complex issues.
    • Oversee onboarding processes to ensure smooth customer transitions.
    • Maintain optimal staffing levels by hiring, training, and scheduling team members to maintain service quality.

    Operational Efficiency & Process Improvement

    • Design and implement efficient customer service processes.
    • Regularly evaluate and update operational procedures to optimize service delivery.
    • Identify recurring service issues and implement corrective actions.
    • Collaborate with other departments to align support operations with business goals.

    Data-Driven Management

    • Analyze customer service trends to identify and resolve service gaps.
    • Monitor performance metrics and provide regular reports to senior management.
    • Develop disaster recovery and business continuity plans to ensure uninterrupted operations.

    Team Leadership & Development

    • Lead, mentor, and manage the customer support team, fostering a high-performance culture.
    • Conduct performance evaluations, providing feedback and coaching for team improvement.
    • Ensure compliance with industry regulations and company policies within the support team.

    Cross-Departmental Collaboration

    • Partner with sales, marketing, and finance teams to ensure cohesive customer service.
    • Collaborate on key initiatives and projects to improve customer satisfaction and retention.

    Working Relationships

    • Internal: Work closely with cross-functional teams, including sales, marketing, and product teams.
    • External: Engage with customers and stakeholders to enhance service delivery.

    Requirements

    • 3-4 years of experience in customer service roles, preferably in e-commerce, logistics, fintech, or supply chain sectors.
    • At least 2 years of experience in team management.
    • Proficiency with customer service software and best practices.
    • Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to support.
    • Exceptional interpersonal, written, and verbal communication skills.
    • Ability to thrive in a fast-paced, dynamic environment and meet deadlines.
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