Team Lead, Customer Success
Location: Lagos
Employment Type: Full-time
Internal: Reports to Direct reports External Relationships Relationships
Job Summary
- The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite.
- This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.
Responsibilities
Team Leadership & Operations:
- Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
- Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
- Establish shift structures and support coverage to ensure service reliability.
Customer Experience Strategy:
- Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
- Develop and continuously improve customer service policies, SOPs, and playbooks
- Ensure a seamless, end-to-end customer journey across all touchpoints
Customer Engagement & Retention:
- Proactively monitor customer behavior and identify churn risks
- Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
- Drive adoption of key products (payments, savings, loans, bill pay)
Issue Resolution & Escalation Management:
- Oversee resolution of complex customer complaints and escalations
- Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
- Maintain high standards of communication and customer satisfaction
Data, Reporting & Insights:
- Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
- Generate insights to inform product, operations, and growth strategies
- Maintain accurate records of interactions and leverage CRM tools for reporting
Cross-Functional Collaboration:
- Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
- Provide feedback loops from customers to inform product improvements
- Support go-to-market initiatives and product launches from a customer experience standpoint.
Process Improvement & Automation:
- Identify inefficiencies in customer service workflows and implement scalable solutions
- Drive adoption of automation tools (chatbots, help centers, self-service flows)
- Optimize support costs while maintaining service quality
Compliance & Quality Assurance:
- Ensure adherence to regulatory requirements and internal policies
- Implement quality assurance frameworks to monitor and improve service delivery
- Maintain data privacy and security standards in all customer interactions.
Requirements
- Minimum Bachelor’s Degree
- Relevant Software’s qualification or training.
- 5+ years experience in Customer Success/Support, preferably in fintech or financial services
- Proven experience leading teams and managing performance
- Strong understanding of customer lifecycle management and retention strategies
- Data-driven mindset with experience using CRM and analytics tools
- Excellent communication, problem-solving, and stakeholder management skills.
Application Closing Date
6th September, 2026.
How to Apply
Interested and qualified candidates should send their CV to: career@zojatech.com using the Job Title as subject of the mail.