Customer Support Lead

didii is a forward-thinking fintech company dedicated to revolutionizing financial services in Nigeria. We are building a platform that empowers individuals and businesses through accessible and efficient financial tools. Our mission is to bridge the gap in financial inclusion by leveraging technology to create seamless payment and banking experiences. We are committed to innovation, customer-centricity, and operational excellence. At didii, we foster a culture of collaboration, continuous learning, and high performance. We believe in empowering our team members to take ownership and drive meaningful impact in the rapidly evolving Nigerian fintech landscape.

We are seeking an experienced and empathetic Customer Support Lead to manage and elevate our customer service operations. This role is critical for ensuring our users feel supported and valued, especially during challenging financial transactions.

As the Customer Support Lead, you will be the first responder and the ultimate problem-solver, providing a calm and reassuring presence during critical moments. You will be responsible for building and leading a high-performing support team across various communication channels, including WhatsApp, in-app chat, and social media. Your focus will be on designing effective escalation paths to engineering for live incidents, owning key performance indicators like NPS and first-response SLAs, and transforming support tickets into valuable product feedback.

To apply for this role, click the Apply button on this page and follow the instructions.