Customer Service & Experience Lead

MANO (Moving African Nations Online) is a quick-commerce company delivering products customers love in minutes at affordable prices through the MANO App and stores

Job Details

• Location: Lagos, Nigeria (fully onsite)
• Reporting to: Head of Growth & Marketing
• Experience: 7+ years

The Customer Service & Experience Lead is a strategic role responsible for elevating the overall customer experience at MANO: setting the quality bar, owning the CX vision, driving continuous improvement, and ensuring the function scales effectively

Responsibilities

• Own the customer experience vision and translate business priorities into CX strategies that improve satisfaction and loyalty
• Identify patterns in customer feedback and escalations and recommend structural solutions
• Audit the customer app experience and report friction points for product and tech action
• Design and govern the QA framework across chat, calls, and email, including standards and scoring rubrics
• Set and track KPIs such as CSAT, NPS, First Response Time, First Contact Resolution, Quality Score, and Escalation Rate
• Coach the Customer Service Supervisor and approve training and onboarding programs
• Lead evaluation of tools, automation, and AI-assisted support capabilities

Requirements

• Bachelor's degree in a relevant field
• 7+ years in customer service, CX, or quality assurance with progression to strategic scope
• 3+ years in a leadership or oversight capacity
• Experience in e-commerce, retail, or marketplace environments
• Familiarity with Zendesk, Freshworks, or similar helpdesk platforms
• Strong analytical mindset and excellent written and verbal communication

How to Apply

Apply below via the JobClave with your updated Resume/CV