Experience: Minimum of 5 years in a relevant customer service or support environment, with demonstrated leadership growth.

Education: BSc in any relevant field.

Service: Must have completed NYSC.

Line Management: Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation.

Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.

Mentoring & Coaching: Conduct impactful 1:1 feedback sessions and develop training paths to upskill team members.

Operational Excellence & Strategy

Relationship Management: Build and maintain strategic relationships with key accounts, moving from reactive support to proactive success strategies.

Process Improvement: Develop and share best practices to enhance the efficiency and quality of support workflows.

Reporting: Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.

Stakeholder & Project Management

Cross-Functional Collaboration: Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.

Project Oversight: Lead and execute customer support-related events and strategic projects.

Field Engagement: Conduct regional visitations across state offices to audit support quality and understand local customer challenges.