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Team Lead, North East Region
About this role
The role is for the North East Region Team Lead based in Gombe, responsible for managing and developing the offline customer support team across multiple states. The RTL builds relationships with customers, ensures services deliver high ROI, and implements quality customer service policies with internal teams. The position involves hiring, training, mentoring, and driving performance through metrics and improvement plans. It also requires cross-functional collaboration with regional managers and state coordinators, plus regional visits to audit support quality. The employer, Moniepoint Incorporated, is a global payments and banking platform serving over 600,000 businesses and operating across the North East region.
What you would do
- Direct the offline Customer Support Officers and State Team Leads, managing daily workflows and resources.
- Monitor performance metrics and administer performance improvement plans as needed.
- Conduct 1:1 coaching sessions and design training paths for team members.
- Develop and implement best practices to improve support efficiency and quality.
- Analyse team KPIs and prepare weekly and monthly performance insights for senior management.
- Collaborate with Regional Managers and State Coordinators to align regional goals with support activities.
- Lead and execute customer support related events and strategic projects.
- Visit regional offices to assess support quality and understand local customer challenges.
- Build and maintain strategic relationships with key accounts to drive proactive customer success strategies.
- Act as primary liaison for regional stakeholders to ensure alignment of regional needs with support goals.
What they are asking for
- Minimum of 5 years in a relevant customer service or support role with demonstrated leadership growth.
- BSc in any relevant field and must have completed NYSC.
- Must reside in Gombe and be willing to travel to North East states (Adamawa, Bauchi, Borno, Taraba, Yobe) for oversight.
- Advanced proficiency with CRM tools, ticketing systems, and managing high-volume interactions.
- Strong computer literacy and ability to troubleshoot multiple technical systems.
- Ability to interpret data and translate into actionable performance reports.
- Excellent written and verbal communication skills.
- Strategic, organized, detail-oriented, and capable of working in a fast-paced digital environment.
- Empathetic, customer-centric, and able to work both independently and as part of a team.
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