Full Time Customer Support Team Lead Jobs, in Tunaipantas Federal Territory - Maukerja

We are seeking a proactive and customer-focused Customer Support Team Lead to oversee and support our customer support operations within a fast-paced digital financial services environment. This role will focus on leading the customer support team, ensuring high-quality customer service, managing escalations, monitoring team performance, and driving operational efficiency. The ideal candidate is hands-on, organized, and experienced in managing support teams while maintaining professionalism, strong communication, and excellent customer experience standards.

Key Responsibilities:

Team Leadership & Supervision

• Lead, supervise, and support the customer support team to ensure excellent customer service delivery.
• Monitor team performance, productivity, attendance, and KPI achievement.
• Provide coaching, guidance, and regular feedback to customer support agents to improve service quality and efficiency.

Customer Support Operations

• Oversee daily customer support operations across calls, emails, chat, and other communication channels.
• Ensure customer inquiries, complaints, and issues are handled promptly and professionally.
• Support the team in resolving escalated or complex customer cases.

Performance Monitoring & Reporting

• Track customer service metrics including response times, resolution rates, customer satisfaction, and team productivity.
• Prepare operational reports and provide performance updates to management.
• Identify trends, recurring issues, and areas for operational improvement.

Quality Assurance & Compliance

• Ensure all customer interactions comply with company policies, SOPs, regulatory requirements, and service standards.
• Monitor call quality and customer handling to maintain professionalism and service excellence.
• Handle sensitive customer information with confidentiality and care.

Training & Team Development

• Assist with onboarding and training of new customer support staff.
• Conduct refresher training sessions to improve product knowledge, communication skills, and customer handling techniques.
• Promote a positive, collaborative, and high-performance team environment.

Process Improvement & Coordination

• Work closely with operations, collections, compliance, and other internal departments to resolve customer concerns efficiently.
• Recommend and implement process improvements to enhance customer experience and operational efficiency.
• Assist in developing and updating customer support SOPs and workflows.

Escalation & Complaint Management

• Manage escalated customer complaints and ensure timely resolution.
• Investigate service issues and provide recommendations to prevent recurrence.
• Maintain professionalism and customer satisfaction during difficult situations.

Ad Hoc Support

• Perform various ad hoc tasks and support special projects as assigned by management.

Requirements:

• Minimum Diploma/Degree qualification.
• Minimum 3–4 years of experience in customer service, call center, or customer support operations.
• Prior supervisory or team leadership experience preferred.
• Strong communication, problem-solving, and conflict resolution skills.
• Ability to manage and motivate a team in a fast-paced environment.
• Proficient in Microsoft Office and customer support/CRM systems.
• Strong organizational and multitasking abilities.