Shape the Future of Africa's Real Economy as a Team Lead at Moniepoint Inc.
Are you an exceptional leader with a passion for operational excellence and customer success? Moniepoint Inc., a leading financial technology company digitising Africa’s real economy, is seeking a dynamic Regional Team Lead (RTL) to drive our offline customer support operations in the North East region. If you thrive in a fast-paced environment and have a knack for building high-performing teams, this opportunity is built for you.
Job Purpose
As a Regional Team Lead at Moniepoint, you will build robust relationships with our customers, ensuring that our products and services are optimized to deliver the highest possible Return on Investment (ROI). You will play a pivotal role in hiring, training, and mentoring our offline customer support teams, while implementing policies that establish an elite standard of customer service.
Key Responsibilities
- Team Leadership & People Development: Line manage Offline Customer Support Officers & State Team Leads. Drive accountability through metric monitoring, regular calibrations, and mentorship.
- Operational Excellence & Strategy: Manage strategic relationships with key accounts, champion process improvements, and analyze KPIs to deliver actionable weekly and monthly insights to senior management.
- Stakeholder & Project Management: Collaborate cross-functionally with Regional Managers and State Coordinators, lead strategic customer support projects, and conduct regular field visitations to regional state offices.
Requirements and Qualifications
- Experience: A minimum of 5 years of relevant experience in a customer service or support environment, showcasing clear leadership growth.
- Education: A BSc in any relevant field, along with the completion of the NYSC.
- Technical Skills: Advanced proficiency in CRM tools, ticketing systems, and high-volume interaction management.
- Soft Skills: Exceptional emotional intelligence, stellar communication skills, and an empathy-driven, customer-centric mindset.
Important Note: The successful candidate must reside in Gombe and be fully willing to travel across the North East region (Adamawa, Bauchi, Borno, Taraba, and Yobe) for regional team oversight.
Method of Application
To apply for this role, please submit your updated CV and cover letter outlining your leadership experience and suitability for the position to our recruitment team via email.
