Customer Service & Experience Lead

Mano

Location: Lagos, Lagos, Nigeria Employment Type: Full-time Work Arrangement: On-site Sector: Customer Service & Support Experience Level: Senior (5-8 years) Application Deadline: November 4, 2026

About the Company

Mano is a forward-thinking company operating within the dynamic e-commerce and marketplace sector. They are committed to delivering exceptional customer experiences and fostering strong relationships with their user base.

The company prioritizes customer satisfaction and loyalty, continuously seeking innovative ways to enhance service delivery. Mano aims to set new standards in customer care within the digital marketplace, leveraging technology and strategic insights to achieve its goals.

Job Description

Mano is seeking an experienced Customer Service & Experience Lead to join their team in Lagos for a fully on-site role.

This is a critical leadership position focused on driving customer experience strategy, ensuring high-quality service delivery, and implementing continuous improvements across all customer touchpoints.

You will be responsible for analyzing customer feedback, auditing the user experience, and establishing robust quality assurance frameworks. Your insights will directly impact customer satisfaction, loyalty, and overall brand perception.

Required Skills

• Customer experience strategy
• Quality assurance
• Customer feedback analysis
• Complaint management
• Escalation management
• Customer app auditing
• Usability issues
• Quality assurance frameworks
• Communication standards
• Key performance indicators (KPIs)
• CSAT
• NPS
• FCR
• Response times
• Performance reporting
• Training programs
• Customer-centric culture
• Support tools
• Automation
• AI-assisted capabilities
• Workflow improvement
• Company policies
• Regulatory compliance
• E-commerce
• Retail
• Marketplace environments
• Analytical skills
• Zendesk
• Freshworks
• CRM platforms
• Written communication
• Verbal communication
• High ownership mentality

Key Responsibilities

• Develop and implement customer experience strategies that improve satisfaction, reduce churn, and build brand loyalty.
• Analyse customer feedback, complaints, and escalations to identify recurring issues and recommend solutions.
• Audit the customer app experience, document usability issues, and track improvements resulting from customer feedback.
• Establish quality assurance frameworks, communication standards, scoring rubrics, and compliance benchmarks.
• Monitor key performance indicators, including CSAT, NPS, FCR, response times, quality scores, and escalation rates.
• Prepare performance reports and present actionable insights to senior management.
• Manage high-priority escalations and provide strategic guidance to the Customer Service Supervisor.
• Review training programmes, identify team skill gaps, and promote a customer-centric culture.
• Lead the evaluation and implementation of support tools, automation, and AI-assisted capabilities.
• Improve workflows and ensure compliance with company policies and applicable regulations.

Qualifications

• Bachelor’s degree in a relevant field.
• 7+ years of experience in customer service, customer experience, or quality assurance, with progression into strategic responsibilities.
• 3+ years in a leadership or oversight role.
• Experience in e-commerce, retail, or marketplace environments.
• Strong analytical skills and ability to turn data into actionable strategies.
• Familiarity with Zendesk, Freshworks, or similar CRM/helpdesk platforms.
• Excellent written and verbal communication skills.
• High ownership mentality and ability to work independently at a senior level.