Zojatech Technology Limited is a digital transformation consultancy and software development company based in Nigeria. They specialize in providing innovative software solutions aimed at streamlining work processes, enhancing productivity, and enabling business scalability. Their services include software development, web design, mobile app development, digital marketing, and IT consulting, making them a key player in delivering effective technology solutions across various industries.

We are recruiting to fill the position below:

Job Title: Team Lead, Customer Success

Location: Lagos
Employment Type: Full-time
Internal: Reports to Direct reports External Relationships Relationships

Job Summary

• The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite.
• This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.

Responsibilities
Team Leadership & Operations:

• Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
• Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
• Establish shift structures and support coverage to ensure service reliability

Customer Experience Strategy:

• Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
• Develop and continuously improve customer service policies, SOPs, and playbooks
• Ensure a seamless, end-to-end customer journey across all touchpoints

Customer Engagement & Retention:

• Proactively monitor customer behavior and identify churn risks
• Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
• Drive adoption of key products (payments, savings, loans, bill pay)

Issue Resolution & Escalation Management:

• Oversee resolution of complex customer complaints and escalations
• Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
• Maintain high standards of communication and customer satisfaction

Data, Reporting & Insights:

• Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
• Generate insights to inform product, operations, and growth strategies
• Maintain accurate records of interactions and leverage CRM tools for reporting

Cross-Functional Collaboration:

• Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
• Provide feedback loops from customers to inform product improvements
• Support go-to-market initiatives and product launches from a customer experience standpoint

Process Improvement & Automation:

• Identify inefficiencies in customer service workflows and implement scalable solutions
• Drive adoption of automation tools (chatbots, help centers, self-service flows)
• Optimize support costs while maintaining service quality

Compliance & Quality Assurance:

• Ensure adherence to regulatory requirements and internal policies
• Implement quality assurance frameworks to monitor and improve service delivery
• Maintain data privacy and security standards in all customer interactions.

Requirements

• Minimum Bachelor’s Degree
• Relevant Software’s qualification or training.
• 5+ years experience in Customer Success/Support, preferably in fintech or financial services
• Proven experience leading teams and managing performance
• Strong understanding of customer lifecycle management and retention strategies
• Data-driven mindset with experience using CRM and analytics tools
• Excellent communication, problem-solving, and stakeholder management skills.

Application Closing Date
6th September, 2026.