Customer Support Lead (Remote) at Didii

Job Description

About the Company

Didii is a Nigerian fintech platform transforming how people interact with money. The platform enables users to send money, pay bills, buy data, and cash out crypto using voice, text, or photo commands — creating a smarter and more accessible financial experience for Nigerians.

Job Title: Customer Support Lead

Location: Remote

Job Summary

Didii is seeking an experienced and customer-focused Customer Support Lead to oversee customer experience operations and build a world-class support system.

The ideal candidate will lead customer support teams, manage escalation processes, improve customer satisfaction, and ensure users receive fast, empathetic, and reliable support during critical transaction situations.

Key Responsibilities

• Hire, train, and lead customer support teams across WhatsApp, in-app chat, and social media platforms
• Design and manage escalation processes for live incidents and transaction-related issues
• Own customer satisfaction metrics including NPS and first-response SLAs
• Collaborate with Product Managers and Engineering teams to convert support issues into product improvements
• Develop operational playbooks and customer support workflows
• Monitor support performance and continuously improve service quality
• Handle sensitive customer situations professionally and maintain customer trust during service disruptions
• Support customer retention and overall customer experience initiatives

Requirements

• Minimum of 4 years experience in customer support or customer experience leadership within a consumer fintech company
• Strong understanding of customer support operations within financial technology environments
• Excellent written and verbal communication skills with a natural, relatable communication style
• Experience building operational playbooks, escalation systems, and support workflows
• Proven experience leading support teams through high-pressure customer incidents
• Strong leadership, problem-solving, and organizational skills
• Ability to work cross-functionally with operations, product, and engineering teams
• Strong empathy, professionalism, and customer-first mindset

Career Benefits

• Opportunity to work within an innovative fintech startup
• Flexible remote working environment
• Exposure to customer operations and fintech service management
• Opportunity to shape customer experience processes at scale
• Career growth and leadership development opportunities