About this role
Customer Care Lead (E-commerce & Retail) - Lekki
Bave Design Studio is a web design company that specializes in WordPress design, Shopify Design. We create beautiful designs that satisfy you and attract your customers
Customer Care Lead (E-commerce & Retail) - Lekki
- Job Type Full Time , Onsite
- Qualification BA/BSc/HND
- Experience 2 years
- Location Lagos
- City Lekki
- Job Field Customer Care, Success and Service
- Our client is looking for an experienced Customer Care Lead to oversee our customer support operations across our physical store and online channels.
- This role is ideal for someone who enjoys leading people, solving customer problems, improving support systems, and creating exceptional customer experiences.
- You will lead our Customer Care team while ensuring every customer receives fast, professional, and friendly service.
Responsibilities
- Lead and supervise the Customer Care team.
- Ensure excellent customer support across WhatsApp, Instagram, Email, Website Live Chat and Phone.
- Handle complex customer issues and escalations.
- Monitor team performance and coach team members.
- Improve response times and customer satisfaction.
- Create and improve customer service processes.
- Work closely with Operations, Warehouse and Retail teams.
- Train new customer care staff.
- Monitor customer feedback and identify areas for improvement.
- Prepare weekly customer service reports.
Requirements
- Minimum 2 years' experience in a Customer Care Lead, Customer Experience Lead, Customer Service Supervisor or similar leadership role.
- Experience in retail or e-commerce is highly preferred.
- Experience leading a customer support team.
- Experience using CRM or helpdesk software such as Zendesk, HubSpot, Freshdesk, Zoho Desk, Gorgias or similar platforms.
- Excellent written and verbal communication.
- Strong problem-solving skills.
- Highly organized and customer-focused.
- Experience within the beauty, skincare, cosmetics, fashion or retail industry is an advantage.