Customer Service Supervisor / Team Lead

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets in this year. We’re reinventing the payment experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are looking for an experienced and dynamic Senior Customer Service Representative / Team Lead to join our sales team. In this role, you will handle escalated customer interactions, oversee junior representatives, and ensure service excellence that drives client retention and supports the company’s sales objectives. The ideal candidate will have a strong background in customer service, team supervision, and the fintech or financial services industry.

Key Responsibilities

• Lead and supervise the customer service team, providing day-to-day support and performance feedback.

• Handle complex or escalated customer queries and resolve issues efficiently.

• Train and mentor new or junior team members to ensure service quality and process adherence.

• Monitor team performance metrics (response time, resolution rate, customer satisfaction, etc.) and report to management.

• Collaborate with the sales team to understand client pain points and provide tailored support.

• Manage CRM systems to ensure accurate customer records and service tracking.

• Contribute to process improvements to increase service efficiency and customer satisfaction.

• Act as a communication bridge between the customer support team and other internal departments.

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field.

• Minimum 2–4 years of proven experience in customer service or sales support, preferably in a fintech, telecom, or banking industry.

• Prior experience in a team lead or supervisory role is highly preferred.

Professional Skills

• Strong communication and interpersonal skills (both Bengali and English).

• Proficient in using CRM platforms and ticketing tools.

• Conflict resolution and problem-solving ability.

• Good understanding of fintech products and services.

• Ability to multitask in a fast-paced environment.

Competency Requirements

• Leadership and team management.

• Customer-centric mindset with a passion for service excellence.

• Target-oriented and ability to work under pressure.

• Data-driven decision-making with strong attention to detail.

• Adaptable and proactive in identifying and solving challenges.