Customer Experience Lead
a Tech-driven Food Delivery Company - Growth Partner Intermediaries Limited
About the Role
- The Customer Experience Lead will oversee customer support operations and ensure a seamless experience for customers, restaurant partners, and riders.
- The ideal candidate should be solution-driven and experienced in a fast-paced environment such as food delivery, e-commerce, logistics, or technology platforms.
Key Responsibilities
- Lead daily customer support operations across calls, chats, email, and WhatsApp.
- Manage escalations and resolve complex customer complaints.
- Lead, coach, and develop the customer support team.
- Set and monitor team KPIs and performance targets.
- Develop and implement SOPs for refunds, cancellations, delivery issues, and other service processes.
- Track key metrics including CSAT, response time, resolution time, and complaint rates.
- Coordinate with restaurant partners and riders to resolve service issues.
- Drive continuous improvement, process optimisation, and automation.
- Serve as a key point of contact for customers and partners, ensuring a positive and seamless experience.
Requirements
- Bachelor’s Degree or HND in any field with 4–7 years’ experience in customer service operations.
- Experience in food delivery, e-commerce, logistics, or tech is an advantage.
- Strong leadership, communication, problem-solving, and customer service skills.
Salary
N250,000 / Month.
Application Closing Date
20th October, 2026.
How to Apply
Interested and qualified candidates should send their CV to: using the Job Title as the subject of the email.
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Vacancy posted 9 hours ago
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