- Location
- Nigeria
- Type
- Full-time
- Department
- Operations - Customer Service
- Seniority
- Mid-Senior
- Experience
- 4+ years
- Source
- Greenhouse
Description
At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
- Apply with your Jumia e-mail.
As the Customer Support Team Lead, you will drive the performance, growth, and day-to-day operations of our frontline sales and service team. Combining strong leadership with a strategic approach to performance metrics, you will coach and empower agents to hit ambitious sales targets, enhance customer satisfaction, and navigate complex escalations.
What you will be doing:
- Lead and manage a team of Customer Service Sales Agents to meet or exceed individual and team sales targets, quotas, and performance metrics.
- Provide ongoing coaching, mentoring, and feedback to team members to improve sales effectiveness, customer service skills, and overall performance.
- Monitor and analyze sales performance data, including conversion rates, average order value, and customer satisfaction scores, and identify opportunities for improvement and development.
- Collaborate with the Customer Service Sales Manager to develop and implement sales strategies, tactics, and action plans to achieve business objectives and targets.
- Conduct regular team meetings, huddles, and training sessions to communicate goals, objectives, and expectations and ensure alignment with company policies and procedures.
- Handle escalated customer inquiries, issues, and complaints in a timely and professional manner, and provide support and guidance to team members as needed.
- Maintain accurate and up-to-date records of sales activities, customer interactions, and performance metrics in CRM systems or databases.
- Foster a positive and collaborative work environment within the team, and lead by example to inspire and motivate team members to achieve their full potential.
- Stay informed about product updates, promotions, and marketing campaigns, and effectively communicate them to team members and customers.
What we are looking for:
- 4 - 6 years of experience in sales or customer service, with demonstrated leadership and coaching skills.
- Strong communication and interpersonal skills, with the ability to build rapport with customers and team members.
- Proven ability to meet or exceed sales targets and performance metrics in a fast-paced and dynamic environment.
- Ability to multitask, prioritize, and manage time effectively to meet deadlines and achieve goals.
- Experience with CRM systems, sales software, and other relevant tools and technologies.
- Flexibility to work evenings, weekends, or holidays as needed to support customer service and sales operations.
- Deadline for applications: 11-08-2026
- Round of Interviews:
1. Technical Meeting with your potential manager
2. Technical Meeting with your potential functional manager
3. HR Meeting with our Talent Acquisition team
Skills
Customer Service