Customer Experience Lead

Growth Partner Intermediaries Limited – Our client, a tech-driven food delivery business, is recruiting suitable candidates to fill the position below:

Job Position: Customer Experience Lead

Job Location: Ikotun, Lagos
Employment Type: Full-time

Job Role

1. The Customer Experience Lead will oversee customer support operations and ensure a seamless experience for customers, restaurant partners, and riders.
2. The ideal candidate should be solution-driven and experienced in a fast-paced environment such as food delivery, e-commerce, logistics, or technology platforms.

Job Responsibilities

1. Lead daily customer support operations across calls, chats, email, and WhatsApp.
2. Manage escalations and resolve complex customer complaints.
3. Lead, coach, and develop the customer support team.
4. Set and monitor team KPIs and performance targets.
5. Develop and implement SOPs for refunds, cancellations, delivery issues, and other service processes.
6. Track key metrics including CSAT, response time, resolution time, and complaint rates.
7. Coordinate with restaurant partners and riders to resolve service issues.
8. Drive continuous improvement, process optimisation, and automation.
9. Serve as a key point of contact for customers and partners, ensuring a positive and seamless experience.

Job Qualifications

1. Bachelor’s Degree or HND in any field with 4–7 years’ experience in customer service operations.
2. Experience in food delivery, e-commerce, logistics, or tech is an advantage.
3. Strong leadership, communication, problem-solving, and customer service skills.

Salary
N250,000 / Month.

Application Deadline
20th October, 2026.

How to Apply
Interested and qualified candidates should send their CV to: growthpartnersintermediaries@gmail.com using the Job Title as the subject of the email.