Customer Operations Lead-Nigeria

Role Overview

Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Nigeria team. The ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims. The role involves leading and supporting a team of Customer Operations Associates to deliver on targets and an excellent customer experience.

What You Will Do

Lead and manage a team of Customer Operations Associates, optimize day-to-day operations, manage team performance, and make improvements to existing processes. Monitor daily performance, ensure equal and fair workload allocation, and develop effective performance management methods.

Why It Might Be a Fit

An ideal candidate has 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role. Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable.

Requirements

• 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role
• Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable
• Strong track record of managing customer-facing teams in fast-paced, high-volume environments
• Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics
• Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards
• Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative
• Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines
• Willingness to work as a team member with people across geographies and cultures

Benefits

• Competitive salary
• Stock options
• Healthcare