Head Customer Support

Job Description

Job Title – Head, Customer Support
Location – Lagos, Nigeria

Job Summary
A fast-growing digital bank is seeking a Head, Customer Support to lead and scale its customer experience function. This role owns the full support lifecycle across digital channels, ensuring fast resolution, high satisfaction, and strong service governance.

You will build a responsive, data-led support operation that aligns with product, risk, and compliance priorities.

Key Responsibilities
Lead end-to-end customer support across chat, email, voice, and social channels

Define and enforce SLAs, KPIs, and quality standards

Build and manage a high-performing support team with clear structure and accountability

Use data to track performance, identify trends, and drive continuous improvement

Partner with Product and Engineering to resolve root causes and reduce ticket volume

Implement and optimize CRM, ticketing systems, and automation tools

Oversee complaint management and regulatory reporting requirements

Drive customer experience strategy aligned with business goals

Requirements
Bachelor’s degree in a relevant field

8–12 years’ experience in customer support or service operations, with at least 4 years in a leadership role

Experience in fintech, digital banking, or high-growth tech environments

Strong knowledge of support tools (CRM, ticketing, live chat systems)

Proven track record in scaling teams and improving customer satisfaction metrics

Strong analytical, problem-solving, and stakeholder management skills

Clear communication and leadership presence

What Success Looks Like

Improved CSAT and NPS scores

Reduced response and resolution times

Strong team engagement and retention

Clear reporting and insight-driven decisions

*How to Apply*
Send your CV to hr@hcerconsulting.com with the subject: Head, Customer Support – Lagos