Relationship Manager

About this role

Role: Relationship Manager based in Lagos. The role is the first line of contact for customer operational issues and requests, managing service desk tickets and coordinating with Product Support and Engineering to resolve problems for business clients using AppZone's BankOne platform.

What you would do

• Act as the first point of contact for all customer operational issues and requests.
• Log, categorise, prioritise and track tickets on the service desk with full issue details and correct routing.
• Ensure escalation and closure notes are clear for every ticket.
• Coordinate with Product Support and Engineering for deeper investigations on complex issues.
• Maintain proactive communication with customers, providing status updates and expected resolution timelines.
• Participate in daily and weekly service review cadences and contribute to operational reporting.

What they are asking for

• BSc in Accounting or a similar numerate discipline preferred.
• At least 2 years of experience in B2B relationship management or related customer-facing roles.
• Strong problem-solving and communication skills with familiarity with ticketing tools and ITIL-aligned service processes.
• Ability to work under pressure and manage multiple customers simultaneously.
• Proficiency with service desk/ticketing platforms such as Freshdesk or Zoho Desk.

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