Customer Support Team Lead (Remote) at LemFi (Formerly Lemonade Finance)

Job Title: Customer Support Team Lead
Location: Lagos (Remote)
Employment type: Full-time
Department: Operations, Customer Support
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About LemFi (Formerly Lemonade Finance)

LemFi (YC S21) is building the neobank for African diaspora in North America & Europe. We provide our users with a multi-currency account that allows them to hold, send, and receive money from Africa in any currency for their business and personal banking needs. We are a fast-paced startup with entities in the UK, USA, Canada and Nigeria and you would be required to familiarize yourself with necessary statutory and regulatory requirements in these locations.

The Role

We are looking for a Customer Support Team Lead to ensure the smooth, consistent, and high-quality operation of our Customer Support function.
You will oversee adherence to SOPs and SLAs, guide the team in delivering excellent customer experiences, and continuously improve processes to scale with our growing user base.
This role requires strong operational rigor, leadership capabilities, and a deep commitment to customer satisfaction.

How You’ll Contribute
Operational Excellence:

Develop and maintain Standard Operating Procedures (SOPs) for all customer support processes.
Create actionable Service Level Agreements (SLAs) for internal and external stakeholders to ensure smooth CS operations.
Supervise and review the execution of SOPs and SLAs, identifying gaps and proposing scalable improvements.
Monitor tickets and ensure customer requests receive complete and timely resolution.
Review “on hold” escalated tickets and redistribute them efficiently to reduce backlog.

Team Leadership & Performance Management:

Lead, coach, and support the customer support team to achieve KPIs and ensure service excellence.
Evaluate ticket quality to ensure responses meet internal standards and are properly documented.
Provide ongoing performance support, including clear recommendations for improvement.
Deliver weekly activity and performance reports to Customer Support Leadership.
Prepare incident reports detailing blockers or process failures affecting team productivity.

Customer Experience Management:

Assess customer feedback to identify trends and drive improvements in service quality.
Manage escalations across partners and internal teams (email, phone, Slack, Jira, Skype).
Communicate pending or unresolved issues with users, partners, and internal stakeholders until full resolution.

Collaboration & Continuous Improvement:

Work cross-functionally with Product, Engineering, Compliance, and Operations to improve workflows.
Recommend scalable solutions and process enhancements to strengthen efficiency and customer satisfaction.
Support the Customer Support Leadership Team with any additional tasks as required.

Who You Are

Experienced: 3–5 years in customer support, ideally in fintech or banking.
A Team Lead: At least 1 year leading or supervising a customer support team; remote leadership experience is a plus.
Process-Oriented: Strong understanding of CS operations, SOP/SLA management, and quality assurance.
Emotionally Intelligent: Able to give feedback professionally, constructively, and with sound judgment.
A Strong Communicator: Excellent written, verbal, and non-verbal communication skills with strong attention to detail.
A Problem Solver: Able to break down issues, identify root causes, and propose scalable improvements.
Execution-Focused: Driven by results, quality, and operational excellence.

What You Will Bring