Issue Resolution Lead
Who We Are
Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.
What We Do
At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.
Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.
Location: Lagos (Hybrid)
Job Purpose
The Issue Resolution Lead owns the end-to-end journey of turning customer friction into financial happiness. You'll lead a team dedicated to resolving complex complaints with fairness, speed, and mastery.
This isn't just about closing tickets; it’s about identifying why things go wrong and partnering with teams across Moniepoint to fix the root cause. You ensure that when a customer has an issue, they leave the interaction feeling heard, respected, and supported.
Key Responsibilities
- Lead and Coach: Guide a team of Issue Resolution Officers, setting clear quality standards and fostering a culture of mastery and empathy.
- Own the Escalation Path: Act as the final point of contact for complex issues, providing clear, factual, and regulatory-facing responses when needed.
- Root Cause Mastery: Analyse recurring complaints to find the "why" and collaborate with Product and Engineering teams to implement permanent fixes.
- Guard Compliance: Ensure all resolutions align with internal policies, data privacy laws, and regulatory guidelines without making the process feel bureaucratic.
- Standardise Excellence: Develop and continuously improve SOPs, resolution playbooks, and FAQs so the team always has the best tools to help our users.
- Data-Driven Insights: Track and report on performance metrics like SLA adherence and customer satisfaction to drive continuous improvement.
- Audit Readiness: Support regulatory reviews by maintaining impeccable case documentation and evidence of fair resolution.
Qualifications
- 3+ years of experience in customer support or issue resolution within fintech or financial services.
- At least 2 years in a leadership or supervisory role, with a track record of coaching teams to success.
- Deep analytical skills—you can see the pattern in the data and know how to act on it.
- Exceptional communication skills; you can explain complex fixes in simple, human terms.
- A high bar for integrity and accountability.
Preferred Qualifications
- Experience working with CRM and ticketing systems (e.g., Zendesk, Freshdesk, or Salesforce).
- Knowledge of Nigerian financial regulations and data privacy requirements.
- Experience in a fast-growth startup or scale-up environment.
About You
- You're a Problem Solver: You enjoy connecting the dots and bringing order to messy situations.
- You're Relatable: You speak like a human, not a manual. You understand that behind every ticket is a person trying to run a business or manage their life.
- You have Grit: You don't settle for "good enough." You take one step at a time to drive momentum and improve our systems.
- You're a Systems Thinker: You build for scale, creating processes that work today but can grow with us tomorrow.
What Success Looks Like
- SLA Mastery: 95%+ of complaints are resolved within the defined turnaround time.
- Reduced Friction: A measurable decrease in repeat complaint rates due to successful root cause interventions.
- Team Growth: Issue Resolution Officers report feeling supported and equipped to handle complex cases.
- Audit Excellence: Zero major findings in regulatory or internal audits regarding complaint handling.
- Customer Trust: Improved customer satisfaction scores (CSAT) for resolved issues.
What we can offer you
Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.
What to expect in the hiring process
- A preliminary phone call with the recruiter.
- An interview with the operations lead.
- A behavioural and technical interview with the business lead.
Moniepoint is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.