Head of Customer Service at PalmPay – Ikeja, Lagos, Nigeria

June 25, 2024

Job Description

About PalmPay

PalmPay is a pan-African fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, and Tanzania and expanding to other markets this year. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online. Our mission is to make financial transactions seamless and accessible for everyone. As we expand, we seek a dynamic and experienced professional to lead our Customer Service team and ensure an exceptional customer experience.

Job Overview:

The Head of Customer Service at PalmPay Limited will oversee the customer service department, ensuring high standards of customer satisfaction. This role involves strategic planning, team management, process improvement, and driving customer service initiatives. The ideal candidate will be a customer-centric leader with a proven track record in managing customer service operations in a fast-paced environment.

Key Responsibilities:

  1. Leadership and Management:
    • Lead, mentor, and manage the customer service team to achieve departmental goals.
    • Develop and implement customer service policies, procedures, and standards.
    • Monitor team performance, provide regular feedback, and conduct performance evaluations.
    • Foster a customer-centric culture within the team.
  2. Strategic Planning:
    • Develop and execute the customer service strategy aligned with company goals.
    • Identify and implement best practices to enhance customer satisfaction.
    • Analyze customer service metrics and trends to make informed decisions.
    • Collaborate with other departments to streamline processes and improve the overall customer experience.
  3. Customer Experience:
    • Ensure timely and effective resolution of customer inquiries, complaints, and issues.
    • Implement and manage customer feedback mechanisms to gather insights and improve services.
    • Monitor and enhance the quality of customer interactions across various channels (phone, email, chat, social media).
    • Develop strategies to improve customer retention and loyalty.
  4. Process Improvement:
    • Identify opportunities for process optimization and efficiency improvements.
    • Implement technology solutions to automate and enhance customer service operations.
    • Ensure compliance with regulatory requirements and company policies.
  5. Reporting and Analysis:
    • Prepare and present regular reports on customer service performance to senior management.
    • Use data and analytics to drive continuous improvement and strategic initiatives.
    • Set and track key performance indicators (KPIs) for the customer service team.


  • Bachelor’s degree in Business Administration, Management, or a related field.
  • A minimum of 5 years of experience in customer service management, preferably in the Banking industry.
  • Proven leadership and team management skills.
  • Strong strategic thinking and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in customer service software and tools.
  • Ability to handle high-pressure situations and make decisions quickly.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Experience in the Banking sector is a must

Personal Attributes:

  • Customer-oriented mindset with a passion for delivering exceptional service.
  • Innovative and proactive approach to problem-solving.
  • Ability to motivate and inspire a team.
  • Strong organizational and multitasking abilities.
  • High level of integrity and professionalism.