Customer Service & Experience Lead

A senior customer experience role based onsite in Lagos, Nigeria, for someone who wants to shape how customers are served across every channel. The organisation is a consumer-facing business with an app and an e-commerce or marketplace presence, where customer satisfaction and loyalty drive growth. The role suits an experienced service leader who combines strong data analysis with hands-on people leadership and enjoys turning feedback into lasting service improvements.

What you'll do

• Develop customer experience strategies that improve satisfaction, reduce churn and build loyalty
• Analyse customer feedback, complaints and escalations to spot recurring issues and recommend fixes
• Audit the customer app experience and track improvements arising from customer feedback
• Set up quality assurance frameworks, communication standards and scoring rubrics
• Monitor key service metrics such as CSAT, NPS, first contact resolution and response times, and report insights to senior management
• Manage high-priority escalations and guide the Customer Service Supervisor

What you need

• Bachelor's degree in a relevant field
• 7+ years in customer service, customer experience or quality assurance, with progression into strategic work
• 3+ years in a leadership or oversight role
• Experience in e-commerce, retail or marketplace environments
• Strong analytical skills and ability to turn data into action
• Familiarity with Zendesk, Freshworks or similar helpdesk platforms

How to apply

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