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Customer Experience Team Lead
About this role
Customer Experience Team Lead position at Strivo Labs in Lagos. It leads the day-to-day operations and performance of the CX team to deliver consistent, professional and high-quality service across all touchpoints. The role combines leadership, issue resolution, and continuous improvement to translate customer feedback and operational data into insights that improve satisfaction and business outcomes.
What you would do
- Lead and coordinate the day-to-day activities of the CX team to resolve customer inquiries, complaints, and cases promptly.
- Maintain consistent customer service standards across all channels and monitor interactions for professionalism, empathy, and accuracy.
- Manage complex customer cases and escalations, ensuring ownership, resolution, and follow-up.
- Coach and develop CX team members and monitor performance against defined metrics, conducting regular reviews.
- Identify recurring customer pain points and translate feedback and data into actionable improvements; document insights.
- Collaborate with Product, Technology, Operations and other teams to resolve issues and drive customer journey improvements.
What they are asking for
- Bachelor's degree in Customer Experience, Communications, Business Administration, Finance, Economics or a related discipline; postgraduate qualification desirable.
- 3-5 years of relevant experience in Customer Experience, Customer Operations, Customer Service, Service Management or related field.
- Proven experience leading, coaching, and developing customer-facing teams.
- Experience managing customer escalations, complaints and complex issues; fintech/financial services experience preferred.
- Strong analytical and problem-solving skills with ability to interpret customer and operational data; excellent communication and stakeholder management.
- Familiarity with CRM, ticketing and helpdesk platforms; strong reporting and understanding of CX metrics and SLAs.
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