Job Description

About Teeka4

Teeka4 is a leading online skincare and beauty retailer based in Lagos, Nigeria. The company operates as an authorised multi-brand retailer, providing customers with authentic local and international skincare products, face-care solutions and personalised skincare consultations.

As the business grows, Teeka4 is strengthening its customer service function to build a more responsive, measurable and well-structured customer experience operation.

Location: Glover Road, Ikota GRA, Lagos

Employment Type: Full-Time, On-site

Salary: ₦400,000 – ₦500,000 monthly, negotiable based on experience

The Role

We are looking for an experienced Customer Service Lead to take ownership of Teeka4’s customer service team, systems and processes.

This role goes beyond supervising customer service representatives. You will be responsible for how the entire function operates: people, performance, CRM systems, SOPs, reporting, customer escalations and continuous improvement.

You should be able to independently assess what is working, identify gaps and implement practical improvements that make the team faster, more organised and more effective.

Key Responsibilities & Accountabilities

• Lead the day-to-day operations of the Customer Service team and ensure consistently high service standards.
• Manage, coach and evaluate team members, setting clear expectations, KPIs and performance targets.
• Oversee customer enquiries, quotations, orders, complaints and escalations across email, telephone, WhatsApp, live chat and social media.
• Own the setup, administration and continuous improvement of CRM and customer service platforms, including Zendesk, Zoho or similar tools.
• Manage ticket routing, tagging, categories, automations, integrations and escalation workflows.
• Develop, document and maintain customer service SOPs, scripts, workflows and handoff processes.
• Build and maintain dashboards tracking CSAT, NPS, SLA compliance, FCR, quality scores and other service metrics.
• Audit customer interactions, tickets and CRM records to ensure accuracy, quality and adherence to established processes.
• Analyse customer data and recurring complaints to identify service, system and operational gaps.
• Conduct root-cause analysis and recommend process improvements, automation and cost-saving opportunities.
• Implement approved changes and measure whether they improve customer experience and team performance.
• Provide management with clear, regular reporting on customer service performance, risks, trends and improvement priorities.

What We Are Looking For

• Bachelor’s degree in Business Administration, Marketing, Communications or a related discipline.
• Minimum of 5 years’ relevant customer service experience, including at least 3 years leading or managing a customer service/customer relations function.
• Proven ability to independently manage teams, performance and customer service operations.
• Strong experience with CRM and customer service platforms such as Zendesk, Zoho Desk, Freshdesk, Gorgias or similar systems.
• Strong understanding of customer service reporting, dashboards, KPIs and performance analysis.
• Demonstrable experience developing SOPs, improving processes and implementing operational changes.
• Experience handling customer interactions across multiple channels, including email, telephone, WhatsApp, live chat and social media.
• Strong analytical, organisational and problem-solving skills.
• Excellent written and verbal communication skills.
• High attention to detail, ownership and ability to work independently.

Industry Experience

Experience within retail, wholesale, e-commerce, FMCG, beauty or another high-volume customer-driven environment is strongly preferred.

Experience managing both B2C and B2B customer relationships will be an advantage.

Candidates from other industries may also be considered where they can demonstrate strong transferable experience in customer service leadership, systems and process improvement.

What We Don’t Want

We are not looking for:

• Candidates whose experience is limited to frontline customer service without team leadership responsibility.
• Managers who only supervise people but cannot improve systems and processes.
• Candidates without hands-on CRM, reporting or customer service technology experience.
• Someone who waits for management to identify every problem or prescribe every solution.
• Candidates who cannot use customer data and performance metrics to drive improvements.

Key Performance Indicators

Success in this role will be measured through:

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• First Contact Resolution (FCR).
• SLA compliance and resolution times.
• Quality of customer interactions.
• Reduction in recurring complaints.
• Team performance and adherence to SOPs.
• Accuracy and timeliness of customer service reporting.
• Successful implementation of approved process and system improvements.

We need someone who can run the function, understand the numbers behind it, improve the systems supporting it and build a customer service team that performs consistently.

Application

• Share resume, portfolio and cover letter to fonoconsultingltd@gmail.com
• Application closes September 10th, 2026.