Customer Support Lead
Ibadan, Oyo
Posted 3 days ago
- Company:
- BLAKSKILL LIMITED
- Company Description:
- BlakSkill is a digital solution that meets the talent sourcing, development, access, visibility and needs of stakeholders in global talent marketplace. Blakskill’s mission is to provide a digital solution that meets the talent sourcing, development, access, visibility and needs of stakeholders in global talent marketplace. We are dedicated to empowering African Talents, connecting them with exceptional career opportunities worldwide, fostering growth, and driving positive change in the African job market. We envision a future where African talent is globally recognized, and companies across the world have easy access to a pool of verified and highly skilled professionals from Africa. By adhering to our core principles and staying true to our mission and vision, Blakskill Limited is transforming the talent acquisition landscape, empowering African Talents, and facilitating global access to verified talents from an African perspective. Together, we are building a brighter future, one successful connection at a time.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor
- Number of vacancies:
- 3
Job Description
Industry: Technology Solutions
Location: Apata, Ibadan
Job Type: Full-Time
Job Description (Summary)
The Customer Support Lead will manage the daily operations of the customer support team, ensuring timely and effective resolution of customer inquiries. This role includes process improvement, KPI tracking, and mentoring team members to provide exceptional customer experiences.
Customer Support Excellence
• Develop a deep understanding of company products to guide customers through troubleshooting.
• Manage escalated service requests, ensuring prompt resolution of complex issues.
• Oversee onboarding processes to ensure smooth customer transitions.
• Monitor staffing levels, including hiring, training, and scheduling, to maintain service quality.
Operational Efficiency & Process Improvement
• Design and implement efficient customer service processes.
• Regularly evaluate and update operational procedures to optimize service delivery.
• Identify recurring service issues and implement corrective actions.
• Collaborate with other departments to align support operations with business goals.
Data-Driven Management
• Track and analyze customer service trends to identify and resolve service gaps.
• Monitor performance metrics and provide regular reports to senior management.
• Develop disaster recovery and business continuity plans to ensure uninterrupted operations.
Team Leadership & Development
• Lead, mentor, and manage the customer support team, fostering a high-performance culture.
• Conduct performance evaluations, providing feedback and coaching for team improvement.
• Ensure compliance with industry regulations and company policies within the support team.
Cross-Departmental Collaboration
• Partner with sales, marketing, and finance teams to ensure cohesive customer service.
• Collaborate on key initiatives and projects to improve customer satisfaction and retention.
Working Relationships
• Internal: Work closely with cross-functional teams, including sales, marketing, and product teams.
• External: Engage with customers and stakeholders to enhance service delivery.
Required Qualifications & Experience
• 3-4 years of experience in customer service roles, preferably in e-commerce, logistics, fintech, or supply chain sectors.
• At least 2 years of experience in team management.
• Proficiency with customer service software and best practices.
• Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to support.
• Exceptional interpersonal, written, and verbal communication skills.
• Ability to thrive in a fast-paced, dynamic environment and meet deadlines.
Budget: Open to Negotiation