SmallSmall is looking for an experienced and customer-focused Head of… — The Loft

The Loft@cvloft · 13.9K subscribers Open in TelegramOpen

SmallSmall is looking for an experienced and customer-focused Head of Customer Service to lead our customer service function and drive a high-quality, seamless experience for our customers.
This is a senior leadership role responsible for overseeing our customer-facing teams, setting service standards, managing escalations, driving customer satisfaction and building scalable processes that can support our growth.

What You'll Be Responsible For
• Lead and develop the customer service function and team
• Oversee the Customer Relationship Supervisor, Customer Relationship Representatives and Customer Support Representatives
• Develop and implement customer service strategies, policies and service standards
• Take ownership of escalated and high-impact customer issues
• Monitor and improve key metrics including CSAT, response time, resolution time, NPS and first-contact resolution
• Analyse customer feedback and insights to identify service and product improvement opportunities
• Work closely with Operations, Product, Marketing, Sales and Technology teams to improve the end-to-end customer journey
• Optimise customer service processes, workflows and support tools
• Lead customer service response during high-volume periods and service disruptions
• Build scalable customer service structures to support business growth

What We're Looking For
✅ 5+ years of experience in Customer Service, Customer Experience, Customer Success or a related field
✅ Proven experience leading and managing customer-facing teams
✅ Strong customer service strategy and operational management skills
✅ Excellent problem-solving, communication and conflict-resolution skills
✅ Experience managing escalated customer issues and service recovery
✅ Strong analytical and performance management abilities
✅ Experience with CRM, helpdesk or customer support platforms
✅ Ability to work effectively in a fast-paced, growing environment
✅ Experience in a technology, startup or property-related business is an advantage

📍 Location: Lekki, Lagos
💼 Employment Type: Full-time (Hybrid)
📌 Reports to: COO

https://jobs.cvviz.com/smallsmall_/job_84712_Customer_Experience_Manager