Customer Support Sales Team Lead

Jumia Group—Africa’s pioneer e-commerce platform backed by global tech investors—is recruiting a Customer Support Sales Team Lead to manage its frontline e-commerce customer support and telesales operations in Nigeria. This operational supervisory role focuses on driving sales conversions, monitoring agent performance metrics, handling complex customer escalations, and coaching agents to maximize average order value (AOV) and customer satisfaction scores.

Key Responsibilities

• Sales Driving & Performance Analytics: Manage telesales and customer service agents to hit daily/monthly revenue targets, conversion rates, and AOV goals; analyze performance data via CRM tools to identify sales bottlenecks.

• Agent Coaching & Mentorship: Conduct daily team huddles, regular training, and continuous coaching to elevate product knowledge, promotional offer cross-selling, and phone/chat handling skills.

• Escalations & Resolution: Act as the primary tier-2 escalation point for unresolved customer queries, payment issues, or delivery complaints to protect customer satisfaction metrics.

• Operational Alignment: Work closely with Customer Service Sales Managers, Marketing, and Commercial teams to align sales pushes with active e-commerce campaigns, flash sales, and product stock updates.

Requirements & Qualifications

• Work Experience: Solid track record in customer-facing sales or contact center support environments, with at least 1–3 years in a team lead, supervisor, or senior agent/coaching capacity.

• Technical Competencies: High proficiency with CRM platforms, contact center software, telephony platforms, and reporting dashboards (MS Excel/Google Sheets).

• Core Competencies: Strong coaching, leadership, conflict resolution, verbal/written communication, and data analysis skills.

• Work Flexibility: Readiness to work flexible shifts (including evenings, weekends, or public holidays) aligned with e-commerce promotional surges and customer demand.