Team Lead, North East Region

About this role

The role is for a Regional Team Lead who builds relationships with customers and ensures products or services deliver strong ROI. The RTL leads the offline customer support team across channels, involved in hiring, training and mentoring, and implements policies to ensure high-quality service. The position requires residing in Gombe and willingness to travel to North East states for regional oversight. Moniepoint operates as an all-in-one financial services platform offering banking, payments and related tools. The job focuses on managing regional customer support, improving processes and reporting to senior management.

What you would do

• Direct and manage the Offline Customer Support Officers and State Team Leads, overseeing daily workflows and resource allocation.
• Drive accountability through metrics, calibrations and performance improvement plans.
• Mentor and coach team members through 1:1 feedback and training paths.
• Build and maintain strategic relationships with key accounts and move from reactive to proactive support.
• Develop and share best practices to improve support workflows.
• Analyse team KPIs and prepare weekly and monthly performance insights for senior management.
• Act as liaison for Regional Managers and State Coordinators to align goals with regional needs.
• Lead and oversee customer support related events and strategic projects.
• Conduct regional visits to state offices to audit support quality and understand local challenges.
• Ensure alignment of regional goals with overall business strategy and drive regional initiatives.

What they are asking for

• Minimum of 5 years in a relevant customer service or support environment with demonstrated leadership growth.
• BSc in any relevant field.
• Must have completed NYSC.

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