LemFi
LemFi is a financial technology company that provides multi currency accounts for Africans living in North America and Europe. Our platform helps users send, receive, and hold money for both personal and business use. We operate in the United Kingdom, United States, Canada, and Nigeria. Our team works in a fast environment, and this role requires understanding of regulatory requirements in these regions.
Job Details
Location: Lagos Remote
Employment Type: Full time
Department: Operations and Customer Support
Role Overview
We are looking for a Customer Support Team Lead to guide our customer support team and ensure smooth daily operations. The ideal candidate will maintain service standards, improve support processes, and help the team deliver a great customer experience. This role requires strong leadership skills, attention to detail, and a commitment to quality service.
Key Responsibilities
Operational Responsibilities
• Develop and update Standard Operating Procedures for customer support activities
• Create and manage Service Level Agreements for internal and external use
• Review the team’s use of procedures and identify areas needing improvement
• Monitor support tickets and ensure timely and complete resolutions
• Review escalated or pending tickets and assign them properly to reduce backlog
Team Management
• Lead and support the customer support team to meet performance goals
• Review ticket quality to ensure responses are accurate and well documented
• Provide ongoing coaching and performance feedback
• Prepare weekly activity and performance reports for leadership
• Produce incident reports for identified issues affecting productivity
Customer Experience
• Review customer feedback to identify trends and recommend improvements
• Manage escalations with internal teams and external partners
• Communicate clearly with users and partners until issues are fully resolved
Cross Team Collaboration
• Work with Product, Engineering, Compliance, and Operations teams to improve workflows
• Suggest long term solutions to improve efficiency and customer satisfaction
• Support the Customer Support Leadership team with other tasks when needed
Qualifications and Skills
• Three to five years of experience in customer support, preferably in fintech or banking
• Minimum of one year experience leading or supervising a support team
• Strong understanding of support operations, quality reviews, and SLA management
• Ability to give constructive feedback with professionalism
• Strong written and verbal communication skills
• Problem solving mindset with the ability to identify root causes
• Driven, organized, and focused on delivering results
Interview Process
• Cognitive assessment
• Task presentation and technical interview
• Final interview
To apply for this job please visit jobs.ashbyhq.com.