- Job Title: Head of Customer Support
- Location: Ikeja, Lagos
- Employment Type: Full-time
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About Vitel Wireless Limited
Vitel Wireless Limited is Nigeria’s first Mobile Virtual Network Operator (MVNO), leading a new era of connectivity by offering reliable, affordable, and innovative wireless communication solutions nationwide. As we expand our footprint and customer base, we are establishing a world-class Customer Service Center in Lagos and seeking an experienced Customer Support Manager to lead our frontline support operations.
Job Summary
- The Head of Customer Support will lead Vitel Wireless’ customer service operations in Lagos, ensuring excellent customer experience, operational efficiency, and high service standards across all support channels.
Key Responsibilities
- Set and execute customer support strategies, policies, and service standards in line with business goals.
- Lead, mentor, and manage customer support teams to achieve service KPIs and high performance.
- Oversee daily operations across call center, digital, and walk-in support channels.
- Manage escalations and ensure timely, effective resolution of customer issues.
- Track and analyze service metrics, reporting insights and driving process improvements.
- Partner with technical, marketing, and product teams to deliver a seamless customer journey.
- Design and oversee training and development programs for support staff.
- Implement customer feedback mechanisms and continuous improvement initiatives.
- Ensure compliance with regulatory requirements and internal policies.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Communications, or a related field (MBA is an added advantage).
- 5–7 years’ experience in customer support within a telecoms or technology environment, including at least 2 years in a leadership role.
- Demonstrated experience managing large teams and multi-channel support operations.
- Strong leadership, communication, and stakeholder-management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Hands-on experience with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce, or similar).
- Strong commitment to delivering outstanding customer experience.
What We Offer
- Competitive salary and performance-based incentives.
- Health and wellness benefits.
- Dynamic and innovative work environment.
- Career advancement opportunities in a growing national brand.
- Opportunity to be part of Nigeria’s first MVNO revolutionizing mobile communications.
Application Closing Date
17th December, 2025.
How to Apply
Interested and qualified candidates should send their CV and cover letter to: jobs411@vitelwireless.com using “Application – Head of Customer Support (Lagos)” as the subject of the mail.
