1354
Published by Admin at
Category
Tags

Customer Service Manager at Reputable Company

Customer Service Manager

Reputable Company

Jobs In Accra
Click Here to Join Us on Telegram
Click Here to Join Us on Whatsapp
Click Here to Join Us on Facebook

    How to Apply
  • 1. Scroll down patiently and read the description and qualification of the Job
  • 2. Click the Apply Here button and follow the instructions provided. Goodluck.

A reputable company is seeking an exceptional Customer Service Manager – West Africa (REMOTE) to lead and elevate our user support operations across the region. In this role, the ideal candidate will build and manage a high-performing, multilingual team that delivers fast, accurate, and fully compliant service to our fintech customers—from SMEs in Lagos to startups throughout West Africa. The following are the responsibilities and qualifications for the position;

Preferred Locations: Zambia, Kenya, Ghana, Cameroon, Senegal, Togo & Mali

Key Responsibilities

       i.          The candidate will be responsible for designing and executing a unified customer-experience roadmap for West Africa, ensuring consistent service levels and brand voice in each market.

     ii.          The candidate will establish and track SLAs (e.g., CSAT, FCR, TTR), streamline ticket workflows, and roll out scalable processes to handle high-volume inquiries.

    iii.          The candidate will work closely with Product, Risk & Compliance, and Tech teams to translate customer insights into product enhancements and to maintain rigorous AML/KYC standards.

   iv.          The candidate will be responsible for recruiting, onboarding, and mentoring local team leads and agents.

     v.          The candidate will develop ongoing training programs covering our product suite, soft skills, and regulatory requirements.

   vi.          The candidate will perform regular interaction audits, enforce fintech compliance protocols, and lead root-cause analyses for escalations.

  vii.          The candidate will own high-priority escalations, pinpoint friction in the customer journey, and launch proactive outreach initiatives to drive loyalty.

What We’re Looking For

       i.          Experience: 5+ years in customer service or contact-center leadership, ideally in fintech or digital payments.

     ii.          Regional Expertise: Proven success managing remote, multilingual teams across West Africa.

    iii.          Analytical Mindset: Comfortable with CRM/reporting platforms (Zendesk, Salesforce, etc.) and data-driven decision-making.

   iv.          Regulatory Know-How: Deep understanding of West African financial regulations, consumer behavior, and local languages (English required; French a strong plus).

     v.          Leadership Skills: Excellent communicator, problem-solver, and stakeholder manager.

   vi.          Startup Agility: Adaptable, resourceful, and ready to scale fast in a dynamic environment.

 

How to Apply

Apply for Customer Service Manager

Share Job On
: