Customer Support Team Lead (Fintech)

🤝 Hiring: Customer Support Team Lead - OPay
📍 On-site - Lagos, Nigeria | 💰 ₦300,000 – ₦400,000 + Incentives & Benefits | 🧑‍💻 Fintech (Crypto & Forex Trading) | 🕐 18 hours ago - April 03, 2026

The company is hiring an experienced Customer Support Team Lead to oversee and grow customer service operations for global trading clients in their fintech environment. This role suits candidates with strong Forex/CFD support experience, hands-on Zendesk expertise, and proven leadership capabilities.

📋 Responsibilities include:
- 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)
- Analyze reports and continuously improve support performance

🔑 Requirements:
- Fluent in English (C1 level); local languages are an added advantage
- 4+ years in customer support (Forex/CFD experience preferred)
- 2+ years managing large support teams (20+ agents)
- Strong Zendesk administration experience
- Solid knowledge of Forex trading (leverage, margin, spreads, etc.)
- Experience with KPI management and service quality monitoring
- Strong leadership, communication, and analytical skills
- Ability to thrive in a fast-paced fintech environment

🛠 Preferred:
- Experience with MetaTrader 4/5 or similar platforms
- Background in global brokerage or fintech companies
- Experience managing remote or multi-language support teams
- Familiarity with Zendesk Analytics or similar tools

📩 To apply: Interested candidates should apply now: Показать контакты

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