The Customer Support Lead will manage the customer support team and operations, ensuring excellent service delivery across all channels. This role requires a passionate leader who can resolve issues efficiently, inspire their team, and continuously improve the customer experience.

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• Lead and manage the customer support team to deliver top-tier service.
• Develop and enforce customer service policies and procedures.
• Resolve escalated customer issues promptly and effectively.
• Monitor and improve team performance using KPIs and feedback.
• Provide coaching and training to support agents.
• Analyze trends in customer feedback and suggest service improvements.
• Collaborate with cross-functional teams to enhance customer satisfaction.

• Bachelor’s degree in a relevant field.
• 5–7 years’ experience in customer support, with at least 1–2 years in a leadership role.
• Prior experience in a fintech or technology-driven company is an added advantage.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with CRM tools (e.g., Zendesk, Intercom, Freshdesk).
• Passion for delivering exceptional customer service and improving systems.