Head of Customer Support at Vitel Wireless Limited

Job Summary

An exciting opportunity has arisen for a motivated professional to lead Vitel Wireless' customer service operations in Lagos. In this role, you will ensure excellent customer experience, operational efficiency, and high service standards across all support channels.

Key Responsibilities

• Set and execute customer support strategies, policies, and service standards in line with business goals
• Lead, mentor, and manage customer support teams to achieve service KPIs and high performance
• Oversee daily operations across call center, digital, and walk-in support channels
• Manage escalations and ensure timely, effective resolution of customer issues
• Track and analyze service metrics, reporting insights and driving process improvements
• Partner with technical, marketing, and product teams to deliver a seamless customer journey
• Design and oversee training and development programs for support staff
• Implement customer feedback mechanisms and continuous improvement initiatives
• Ensure compliance with regulatory requirements and internal policies

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Communications, or a related field (MBA is an added advantage)
• 5–7 years' experience in customer support within a telecoms or technology environment, including at least 2 years in a leadership role
• Demonstrated experience managing large teams and multi-channel support operations
• Strong leadership, communication, and stakeholder-management skills
• Excellent analytical, problem-solving, and decision-making abilities
• Hands-on experience with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce, or similar)
• Strong commitment to delivering outstanding customer experience

What We Offer

• Competitive salary and performance-based incentives
• Health and wellness benefits
• Dynamic and innovative work environment
• Career advancement opportunities in a growing organization