Team Lead, Customer Success

Zojatech Technology Limited—a Nigerian digital transformation consultancy and software development firm delivering enterprise applications, web development, and digital solutions—is recruiting a Team Lead, Customer Success for its Zojapay product suite based in Lagos State. This operational leadership role designs customer retention frameworks, manages shift support coverage, tracks key lifecycle metrics (CSAT, NPS, churn), and leads cross-functional feedback loops to drive product adoption across payment, savings, loan, and bill-pay offerings.

Key Responsibilities

• Team Leadership & Service Operations: Direct, train, and manage the Customer Success team; set performance KPIs (CSAT, NPS, first-response times, resolution rates); establish shift structures for reliable support coverage.
• Lifecycle Strategy & Retention: Formulate end-to-end customer onboarding, engagement, and reactivation strategies; monitor product usage data to identify churn risks; drive active adoption across all Zojapay feature modules.
• Escalation & Cross-Functional Alignment: Resolve complex customer complaints across chat, email, phone, and social media channels; liaise with Product, Growth, and Risk teams to turn user feedback into platform enhancements.
• Analytics, QA & Process Automation: Track support metrics using CRM analytics; implement automated self-service flows and chatbots; establish quality assurance and data security/privacy protocols.

Requirements & Qualifications

• Academic Credentials: Minimum of a Bachelor’s Degree in any relevant discipline; specialized training or certification in software systems/CRMs is an advantage.
• Work Experience: 5+ years of progressive customer success or support experience within fintech or digital financial services, including proven supervisory or leadership experience.
• Technical & Domain Skills: Firm command of customer lifecycle frameworks, data-driven CRM reporting tools, retention analytics, escalation protocols, and regulatory data privacy standards.
• Core Competencies: Strong team-building skills, clear communication, cross-functional stakeholder management, and structured problem-solving abilities.