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 driven and experienced Team Lead for the North East Region to join our team in Gombe. In this pivotal role, you will build strong customer relationships, optimize support services, and lead high-performing offline customer support teams to ensure exceptional service delivery across the region.
Key Responsibilities- Directly oversee Offline Customer Support Officers and State Team Leads, managing daily workflows, resource allocation, and performance accountability.
- Build and maintain strategic relationships with key accounts, shifting from reactive support to proactive success strategies.
- Analyze team KPIs to prepare comprehensive weekly and monthly performance insights for senior management.
- Act as the primary liaison for Regional Managers and State Coordinators to align support goals with regional needs.
- Conduct regular field visitations across state offices to audit support quality and resolve local customer challenges.
- Minimum of 5 years of relevant 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 states including Adamawa, Bauchi, Borno, Taraba, and Yobe.
- Advanced proficiency in CRM tools, ticketing systems, and data interpretation for performance reporting.
- Exceptional emotional intelligence, communication, and conflict-resolution abilities.
- Competitive salary with performance-based incentives.
- Opportunities for professional growth and leadership development in a fast-paced fintech environment.
- Comprehensive health insurance and wellness benefits.
- Collaborative and dynamic work culture with impactful regional responsibilities.