Customer Service Manager

Customer Service Lead (E-commerce & Retail)

Location: Lekki, Lagos

Employment Type: Full-Time

Our client is looking for an experienced Customer Care Lead to oversee our customer support operations across our physical store and online channels.

This role is ideal for someone who enjoys leading people, solving customer problems, improving support systems, and creating exceptional customer experiences.

You will lead our Customer Care team while ensuring every customer receives fast, professional, and friendly service.

Responsibilities

• Lead and supervise the Customer Care team.
• Ensure excellent customer support across WhatsApp, Instagram, Email, Website Live Chat and Phone.
• Handle complex customer issues and escalations.
• Monitor team performance and coach team members.
• Improve response times and customer satisfaction.
• Create and improve customer service processes.
• Work closely with Operations, Warehouse and Retail teams.
• Train new customer care staff.
• Monitor customer feedback and identify areas for improvement.
• Prepare weekly customer service reports.

Requirements

• Minimum 2 years' experience in a Customer Care Lead, Customer Experience Lead, Customer Service Supervisor or similar leadership role.
• Experience in retail or e-commerce is highly preferred.
• Experience leading a customer support team.
• Experience using CRM or helpdesk software such as Zendesk, HubSpot, Freshdesk, Zoho Desk, Gorgias or similar platforms.
• Excellent written and verbal communication.
• Strong problem-solving skills.
• Highly organized and customer-focused.

Experience within the beauty, skincare, cosmetics, fashion or retail industry is an advantage.

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we'd love to hear from you.

Fill out the application form and successful applicants will be contacted.