Customer Support Manager at FairMoney Nigeria

FairMoney Nigeria

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Title: Customer Support Manager

Location: Abuja
Job Type: Full time
Department: Operations

Roles and Responsibilities

  • Supervise and coordinate the daily operations of the customer support team
  • Produce timely reports of activities
  • Escalate any downtime or service failure promptly
  • Coach and train the agents on customer and interaction handling skills
  • Manage the customer support teams, to ensure the services are up and running
  • Through focused analysis and monitoring, provide insights to management on customer behavior and feedback
  • Ensure CSAT and NPS ratings are improved
  • Manage the customer’s feedback and provide valuable feedback and recommendations that will aid the business
  • Be up to date with service delivery innovations and trends that will ensure CXD cost management and efficiency
  • Manage and supervise the members of the department to maintain a positive work environment and a motivated team


  • A University Degree. A Master’s degree is an added advantage
  • A minimum of 8 years of experience in Customer Services or Contact Centre roles
  • Good Communication
  • Customer Engagement and Relationship Management
  • Crisis Management
  • Time Management
  • Team leadership
  • Emotional Intelligence (Self-Control)


  • Private Health Insurance
  • Pension Plan
  • Paid Time Off
  • Work From Home
  • Training & Development.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Recruitment Process

  • A screening call with the Recruiter for 30 minutes
  • Technical interview with one of the members of the Operations team for 30-45 minutes
  • Culture fitment interview with the Hiring Manager for 45-60 minutes