Customer Service & Experience Lead Job at MANO, Lagos, Nigeria

About the role

MANO is looking for an experienced Customer Service & Experience Lead to shape and improve the overall customer experience across its business.

This is a strategic leadership position focused on service quality, customer satisfaction, loyalty, and operational improvement. A dedicated Customer Service Supervisor will manage day-to-day team operations, allowing the successful candidate to focus on developing the customer experience strategy, establishing service standards, and identifying opportunities for improvement.

The role involves working closely with Operations, Marketplace, Technology, and Marketing teams to ensure customer feedback informs business decisions and leads to measurable improvements.

The ideal candidate will combine strong leadership skills, analytical thinking, and practical experience in customer service, quality assurance, and customer experience management.

Responsibilities

Customer Experience Strategy

• Develop and manage MANO's customer experience vision across all service channels.
• Translate business objectives into strategies that improve customer satisfaction, loyalty, and retention.
• Analyse customer feedback, complaints, and escalations to identify recurring issues and recommend lasting solutions.
• Represent the customer's perspective in discussions with Operations, Marketplace, Technology, and Marketing teams.

App Experience & Customer Feedback

• Regularly assess the customer app experience to identify usability issues and points of friction.
• Analyse feedback relating to app navigation, ordering processes, and issue reporting.
• Document findings and report improvement opportunities to management for review by Product and Technology teams.
• Track whether product changes result in measurable improvements in customer satisfaction.

Quality Assurance & Standards

• Develop and oversee quality assurance frameworks for customer interactions across chat, calls, and email.
• Establish communication standards, evaluation criteria, and compliance benchmarks.
• Conduct quality audits and analyse trends to identify service gaps.
• Present findings and actionable recommendations to senior management.

Performance Oversight & Reporting

• Define and monitor key customer service performance indicators, including CSAT, NPS, First Response Time, First Contact Resolution, quality scores, and escalation rates.
• Prepare performance reports that explain trends, identify problems, and recommend improvements.
• Manage the escalation framework and intervene in high-priority or sensitive customer cases.

Supervisor & Team Development

• Provide strategic guidance and coaching to the Customer Service Supervisor.
• Review and approve staff training programmes and onboarding materials.
• Identify team capability gaps and support targeted employee development.
• Promote a customer-focused culture built on accountability and high performance.

Process & Technology

• Evaluate and implement customer service tools, automation, and AI-assisted support solutions.
• Improve workflows to reduce friction for customers and service agents.
• Ensure customer service processes comply with company policies and applicable regulatory requirements.

Requirements

• Bachelor's degree in a relevant field.
• At least seven years of experience in customer service, customer experience, or quality assurance, with demonstrated career progression into strategic responsibilities.
• At least three years of leadership or oversight experience.
• Experience in e-commerce, retail, or marketplace environments.
• Strong analytical skills and the ability to translate data into practical business improvements.
• Familiarity with Zendesk, Freshworks, or similar customer relationship management and helpdesk platforms.
• Excellent written and verbal communication skills.
• Strong ownership mentality and the ability to work independently at a senior level.

Benefits

The original announcement does not specify salary, health insurance, leave allowances, or other employment benefits.

The position offers an opportunity to take strategic ownership of customer experience, influence cross-functional decisions, and improve customer service operations.

Key Performance Indicators (KPIs)

The successful candidate will be expected to work towards the following targets:

• Customer Satisfaction Score (CSAT): At least 85%.
• Net Promoter Score (NPS): Positive quarter-on-quarter trend.
• First Contact Resolution (FCR): At least 75%.
• First Response Time (FRT): Within the service-level agreement thresholds for each channel.
• Quality Assurance Score: At least 90% compliance.
• Escalation Rate: No more than 5% of total tickets.
• Agent Retention and Satisfaction: Measured through quarterly employee feedback surveys.
• Training Completion Rate: 100% of the team per training cycle.

How to apply

Interested and qualified candidates should send their CV to:

Email: hr@mano.ng

Email subject: Customer Service & Experience Lead

Applicants should highlight their experience in customer experience strategy, quality assurance, team leadership, customer service analytics, and process improvement.

Application deadline: Not specified in the announcement.

Official job listing:
https://mano-africa.notion.site/Customer-Service-Experience-Lead-Nigeria-3ffada6a907481d1ba9cd72efb2ae755