Customer Service Lead

Job Description

Teeka4 is a leading online skincare and beauty retailer based in Lagos, Nigeria. The company operates as an authorised multi-brand retailer, providing customers with authentic local and international skincare products, face-care solutions and personalised skincare consultations. We are looking for an experienced Customer Service Lead to take ownership of Teeka4’s customer service team, systems and processes. This role goes beyond supervising customer service representatives. You will be responsible for how the entire function operates: people, performance, CRM systems, SOPs, reporting, customer escalations and continuous improvement. You should be able to independently assess what is working, identify gaps and implement practical improvements that make the team faster, more organised and more effective.

Location: Glover Road, Ikota GRA, Lagos
Employment Type: Full-Time, On-site
Salary: ₦400,000 – ₦500,000 monthly, negotiable based on experience.

Key Responsibilities

• Lead the day-to-day operations of the Customer Service team and ensure consistently high service standards.
• Manage, coach and evaluate team members, setting clear expectations, KPIs and performance targets.
• Oversee customer enquiries, quotations, orders, complaints and escalations across email, telephone, WhatsApp, live chat and social media.
• Own the setup, administration and continuous improvement of CRM and customer service platforms, including Zendesk, Zoho or similar tools.
• Manage ticket routing, tagging, categories, automations, integrations and escalation workflows.
• Develop, document and maintain customer service SOPs, scripts, workflows and handoff processes.
• Build and maintain dashboards tracking CSAT, NPS, SLA compliance, FCR, quality scores and other service metrics.
• Audit customer interactions, tickets and CRM records to ensure accuracy, quality and adherence to established processes.
• Analyse customer data and recurring complaints to identify service, system and operational gaps.
• Conduct root-cause analysis and recommend process improvements, automation and cost-saving opportunities.
• Implement approved changes and measure whether they improve customer experience and team performance.
• Provide management with clear, regular reporting on customer service performance, risks, trends and improvement priorities.

Key Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications or a related discipline.
• Minimum of 5 years’ relevant customer service experience**, including at least 3 years leading or managing a customer service/customer relations function.
• Proven ability to independently manage teams, performance and customer service operations.
• Strong experience with CRM and customer service platforms such as Zendesk, Zoho Desk, Freshdesk, Gorgias or similar systems.
• Strong understanding of customer service reporting, dashboards, KPIs and performance analysis.
• Demonstrable experience developing SOPs, improving processes and implementing operational changes.
• Experience handling customer interactions across multiple channels, including email, telephone, WhatsApp, live chat and social media.
• Strong analytical, organisational and problem-solving skills.
• Excellent written and verbal communication skills.
• High attention to detail, ownership and ability to work independently.
• Experience within retail, wholesale, e-commerce, FMCG, beauty or another high-volume customer-driven environment is strongly preferred.
• Experience managing both B2C and B2B customer relationships will be an advantage.

Interested and qualified candidates should share resume, portfolio and cover letter to fonoconsultingltd@gmail.com