Team Lead, North East Region

Moniepoint Group
Nigeria
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Performance management","Communication","Emotional intelligence"]

Lead the offline customer support team across the North East region, overseeing state workflows, coaching officers, and driving performance through KPIs and improvement plans. Build strategic relationships with key accounts and shift support from reactive to proactive success. Partner with regional stakeholders, run customer support projects and events, and conduct regional visits to audit support quality and surface local customer needs.

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FursaFursa
Moniepoint Group
Moniepoint Group
1 day ago

Team Lead, North East Region

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead the offline customer support team across the North East region, overseeing state workflows, coaching officers, and driving performance through KPIs and improvement plans. Build strategic relationships with key accounts and shift support from reactive to proactive success. Partner with regional stakeholders, run customer support projects and events, and conduct regional visits to audit support quality and surface local customer needs.
Location: Nigeria
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Directly line-manage Offline Customer Support Officers and State Team Leads, overseeing daily workflows and resource allocation.
  • •Drive performance management using metric monitoring, regular calibrations, and PIP administration.
  • •Conduct 1:1 feedback and develop training paths to upskill team members.
  • •Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.
  • •Lead regional visitations and support-related events/projects to align goals, audit support quality, and surface local customer challenges.
Travel: High travel

Key Requirements

  • •Manage offline customer support teams with demonstrated leadership growth and at least 5 years of relevant customer service/support experience.
  • •BSc in any relevant field.
  • •Must have completed NYSC.
  • •Advanced proficiency with CRM tools and ticketing systems, including handling high-volume customer interactions.
  • •Strong analytical, communication, and emotional intelligence skills to interpret KPIs and resolve customer issues.
Experience:5+ yearsCustomer serviceSupportCustomer support
Education:Bachelor's
Skills:LeadershipMentoringPerformance managementCommunicationEmotional intelligence
Tech Stack:CRMTicketing systems

Company Brief

Moniepoint Group
Provides digital payments, merchant services, agent banking, card issuance, and business banking solutions across Nigeria and other African markets, serving SMEs, merchants, and financial institutions with technology-first transaction and banking infrastructure.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Lagos, Nigeria
Founded: 2015
WebsiteLinkedIn