Customer Support Manager

Reports to Chief Operations Officer

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About Us

We are launching an innovative cryptocurrency payment and trading application in Africa, starting with Nigeria, aiming to provide secure, compliant, and user-friendly digital asset services. As we prepare for our market entry, we are seeking a dedicated Customer Support Manager to lead our support team and ensure exceptional service to our clients.

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Role Overview

As the Customer Support Manager, you will be responsible for leading our customer support operations, directly handling complex client issues, and building a high-performing support team. This hands-on role requires someone who can both manage support agents and personally resolve customer queries while developing robust support procedures and maintaining high service standards.

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Key Responsibilities

· Directly handle complex customer support issues related to cryptocurrency transactions, account access, and platform functionality

· Build, train, and manage a team of customer support agents

· Develop comprehensive support procedures, protocols, and knowledge base materials

· Implement customer service best practices and quality assurance measures

· Monitor and analyse support metrics to identify trends and improvement opportunities

· Create escalation paths for different types of customer issues

· Experience with Zendesk - advantage

· Collaborate with product, compliance, and technical teams to resolve customer concerns

· Gather customer feedback to inform product improvements

· Ensure timely response to all customer inquiries across multiple channels

· Develop training programs for support agents on cryptocurrency concepts and platform features

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Required Qualifications

· Bachelor’s degree in business management, finance, or related field

· 4+ years of experience in customer support, with at least 2 years in a management role

· Proven experience in hands-on customer service while managing a team

· Knowledge of support operations, procedures, and industry best practices

· Experience with customer service platforms and CRM systems.  Zendesk an advantage.  

· Strong problem-solving abilities and attention to detail

· Excellent communication skills in English; knowledge of local Nigerian languages is an advantage

· Ability to explain technical concepts in simple terms

· Experience developing support documentation and training materials

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Preferred Qualifications

· Experience in fintech, financial services, or cryptocurrency companies

· Understanding of cryptocurrency concepts and common user challenges

· Knowledge of the Nigerian financial landscape and consumer behaviours

· Experience setting up support operations from the ground up

· Familiarity with digital payment systems and their common issues

· Background in implementing customer satisfaction measurement tools