Customer Support Team Lead
Confidential Employer
Job Overview
Location
Remote
Salary
NGN 300,000 - 400,000 monthly
Employment Type
Full-time
Work Arrangement
Remote
Sector
Customer Service & Support
Experience Level
Senior (5-8 years)
Job Description
We are seeking an experienced Customer Support Team Lead to spearhead our customer service operations for global trading clients.
This role is ideally suited for a leader with a strong background in Forex/CFD support and hands-on expertise with Zendesk, aiming to drive service excellence and optimize workflows.
You will be responsible for leading a team of over 10 agents, monitoring key performance indicators, and ensuring an outstanding customer experience across all support channels.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- Lead and manage a team of 10+ customer support agents.
- Monitor and drive KPIs (SLA, response time, resolution time, CSAT).
- Oversee daily operations across live chat, email, and phone support.
- Manage and optimize Zendesk (workflows, triggers, automations, reporting).
- Conduct quality assurance (ticket reviews, call evaluations).
- Train, coach, and evaluate team performance.
- Develop SOPs, knowledge base content, and support guidelines.
- Handle escalations, including trading-related issues.
- Collaborate with internal teams (Operations, Compliance, Payments, Product).
Qualifications
- Proven experience as a Customer Support Team Lead or similar role.
- Strong experience in Forex/CFD support.
- Hands-on expertise with Zendesk administration and optimization.
- Demonstrated leadership capabilities in managing remote teams.
- Excellent understanding of customer support KPIs and metrics.
- Ability to handle complex trading-related escalations.
- Strong collaboration and communication skills.
Benefits & Perks
- Competitive salary range
- Remote work opportunity
How to Apply
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The global trading industry is experiencing significant growth, necessitating expert customer support leadership to manage client expectations and operational efficiency. This role is crucial for driving service excellence in a remote environment, requiring deep expertise in Forex/CFD support and advanced Zendesk utilization. The impact on business ROI is substantial, achieved through optimizing workflows, ensuring client retention, and maintaining high customer satisfaction scores across international markets.
Posted Date
April 7, 2026
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