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Customer Support Manager at YDPay, Lagos, Nigeria

As the Customer Support Manager, you will be responsible for leading our customer support operations, directly handling complex client issues, and building a high-performing support team. This hands-on role requires someone who can both manage support agents and personally resolve customer queries while developing robust support procedures and maintaining high service standards.

Key Responsibilities

• Directly handle complex customer support issues related to cryptocurrency transactions, account access, and platform functionality
• Build, train, and manage a team of customer support agents
• Develop comprehensive support procedures, protocols, and knowledge base materials
• Implement customer service best practices and quality assurance measures
• Monitor and analyse support metrics to identify trends and improvement opportunities
• Create escalation paths for different types of customer issues
• Experience with Zendesk – advantage
• Collaborate with product, compliance, and technical teams to resolve customer concerns
• Gather customer feedback to inform product improvements
• Ensure timely response to all customer inquiries across multiple channels
• Develop training programs for support agents on cryptocurrency concepts and platform features

Required Qualifications

• Bachelor’s degree in business management, finance, or related field
• 4+ years of experience in customer support, with at least 2 years in a management role
• Proven experience in hands-on customer service while managing a team
• Knowledge of support operations, procedures, and industry best practices
• Experience with customer service platforms and CRM systems.  Zendesk an advantage.
• Strong problem-solving abilities and attention to detail
• Excellent communication skills in English; knowledge of local Nigerian languages is an advantage
• Ability to explain technical concepts in simple terms
• Experience developing support documentation and training materials

Preferred Qualifications

• Experience in fintech, financial services, or cryptocurrency companies
• Understanding of cryptocurrency concepts and common user challenges
• Knowledge of the Nigerian financial landscape and consumer behaviours
• Experience setting up support operations from the ground up
• Familiarity with digital payment systems and their common issues
• Background in implementing customer satisfaction measurement tools