About the Role
Moniepoint is a leading financial technology company digitising Africa's real economy by building a comprehensive financial ecosystem for businesses. We are currently looking for a results-driven Team Lead for our North East Region to build strong customer relationships, optimize service delivery, and lead our offline support teams to exceed performance expectations.
Key Responsibilities- Directly oversee Offline Customer Support Officers and State Team Leads, managing daily workflows and resource allocation.
- Drive accountability through rigorous metric monitoring, regular performance calibrations, and administration of improvement plans.
- Build and maintain strategic relationships with key accounts, transitioning from reactive support to proactive success strategies.
- Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.
- Conduct regional visitations across Adamawa, Bauchi, Borno, Gombe, Taraba, and Yobe states to audit support quality and address customer challenges.
- Minimum of 5 years of experience in a customer service or support environment with proven leadership growth.
- Bachelor's degree in any relevant field and completion of the mandatory NYSC program.
- Must reside in Gombe and be willing to travel across the North East region for team oversight.
- Advanced proficiency in CRM tools, ticketing systems, and high-volume interaction management.
- Exceptional written and verbal communication skills paired with high emotional intelligence.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness benefits.
- Opportunities for professional growth and leadership development in a fast-paced fintech environment.