Exceptional Customer Service Manager – West Africa (Remote)

We are seeking an exceptional Customer Service Manager – West Africa (REMOTE) to lead and elevate our user support operations across the region. In this role, you will build and manage a high-performing, multilingual team that delivers fast, accurate, and fully compliant service to our fintech customers—from SMEs in Lagos to startups throughout West Africa.

Preferred Locations: #Zambia, #Kenya, #Ghana, #Cameroon, #Senegal, #Togo & #Mali

Key Responsibilities
– Regional Strategy & Leadership: Design and execute a unified customer-experience roadmap for West Africa, ensuring consistent service levels and brand voice in each market.
– Operational Excellence: Establish and track SLAs (e.g., CSAT, FCR, TTR), streamline ticket workflows, and roll out scalable processes to handle high-volume inquiries.
– Cross-Functional Collaboration: Work closely with Product, Risk & Compliance, and Tech teams to translate customer insights into product enhancements and to maintain rigorous AML/KYC standards.
– Talent Management: Recruit, onboard, and mentor local team leads and agents; develop ongoing training programs covering our product suite, soft skills, and regulatory requirements.
– Quality Assurance & Compliance: Perform regular interaction audits, enforce fintech compliance protocols, and lead root-cause analyses for escalations.
– Customer Advocacy: Own high-priority escalations, pinpoint friction in the customer journey, and launch proactive outreach initiatives to drive loyalty.

What We’re Looking For
– Experience: 5+ years in customer-service or contact-center leadership, ideally in fintech or digital payments.
– Regional Expertise: Proven success managing remote, multilingual teams across West Africa.
– Analytical Mindset: Comfortable with CRM/reporting platforms (Zendesk, Salesforce, etc.) and data-driven decision-making.
– Regulatory Know-How: Deep understanding of West African financial regulations, consumer behavior, and local languages (English required; French a strong plus).
– Leadership Skills: Excellent communicator, problem-solver, and stakeholder manager.
– Startup Agility: Adaptable, resourceful, and ready to scale fast in a dynamic environment.

If you or someone you know fits this profile, please send a CV to recruitwithme2@gmail.com with the subject line “Customer Service Manager – West Africa.”

Thank you for your referrals and for helping us find the talent to champion superior support across the region 🙏

#CustomerService #FintechJobs #WestAfricaJobs #MultilingualTeam #AfricaHiring