Customer Support Lead

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return false; }, }; Homepage Customer Service & Support Advertising, Media & Communications Remote (Work From Home) Full Time Customer Support Lead Customer Support Lead The Kclaut media Ltd Customer Service & Support 4 days ago Easy apply New Featured Remote (Work From Home) Full Time Advertising, Media & Communications NGN 250,000 - 400,000 Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary You will own the entire customer support function at KclautX. You will build the team, design the workflows, set the standards, and personally handle the cases that matter most. This role is hands- on. You will not just supervise. You will be in tickets, on Telegram, fixing problems, coaching agents, and shipping improvements. You report directly to the Founder and have a real seat at the table on product decisions, brand voice, and operational priorities. Min Qualification: Degree Experience Level: Entry level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - 9 to 5 Applicant Location: Remote (Work From Home), Nigeria Job descriptions & requirements Responsibilities: Team Leadership & Performance Management: Recruit, onboard, coach, and retain support agents. Set individual and team performance goals (response time, resolution rate, CSAT). Conduct weekly 1:1s, performance reviews, and skill development plans. Lead daily stand-ups and weekly calibration sessions. Manage shift schedules and ensure consistent coverage during peak hours. Build a culture of customer obsession and accountability. Service Operations & SLA Management: Define and enforce SLA standards across all channels (response time, resolution time). Monitor live ticket queues and proactively rebalance workload. Establish escalation pathways and ticket routing logic. Ensure no ticket falls through the cracks. Maintain operational coverage during weekends, public holidays, and launch periods. Escalation & Complex Case Resolution: Serve as the primary point of contact for complex or sensitive escalations. Personally handle stuck transactions, failed crypto trades, disputed gift cards, and withdrawal issues. Manage emotionally charged user complaints with composure. Coordinate with compliance, finance, and engineering on cases that cross functional lines. Make judgment calls on refunds, account restorations, and goodwill gestures. Multi-Channel Coverage: Own customer experience across in-app chat, email, WhatsApp, Telegram, Instagram, X, and social DMs. Ensure consistent tone, response quality, and brand voice across every channel. Maintain unified inbox discipline so users never get duplicate or contradictory responses. Monitor public-facing channels (Twitter, Play Store reviews, Telegram community) for emerging issues. Knowledge Base & Self-Service: Build and continuously update the KclautX knowledge base. Cover crypto trading, gift card processes, KYC tiers, withdrawals, deposits, KWallet, bill payments, and security. Train and tune the AI support bot to handle repetitive inquiries autonomously. Reduce ticket volume through better self-service content. Translate support insights into FAQ articles, in-app tooltips, and onboarding content. Helpdesk Tools & Workflow Design: Configure and maintain the support platform (currently Gleap). Design ticket routing rules, tags, priority levels, and automation workflows. Build and maintain canned responses for the most common scenarios. Integrate the support tool with internal systems (user lookup, transaction status, KYC status). Continuously refine the support stack to reduce manual work. Quality Assurance: Review agent responses regularly for accuracy, tone, and brand voice. Run calibration sessions so the team responds consistently. Maintain a QA scorecard and provide structured feedback to agents. Catch and correct compliance-sensitive language before it reaches users. Audit closed tickets for resolution quality, not just speed. Training & Capability Development: Build onboarding curriculum for new support hires (product, tools, communication standards). Run regular training on new features, regulatory updates, and emerging fraud patterns. Coordinate with the Compliance Officer for AML red-flag training. Develop a clear progression path from Support Agent to Senior Agent to Lead. Voice of the Customer & Product Feedback Loop: Surface recurring user pain points, bugs, and feature gaps to the product team. Tag and categorize feedback for monthly product reviews. Represent the user perspective in product decisions. Track feature requests and notify users when their requests ship. Reporting & Analytics: Weekly KPI reports: ticket volume, response time, resolution time, CSAT, escalation rate, top issue categories. Monthly trend analysis covering what is increasing, what is improving, and what needs intervention. Brief the Founder on operational health and emerging risks. Identify systemic issues that recurring tickets reveal. Crisis & Incident Management: Lead support response during platform incid