Vitel Wireless Limited has become a renowned company in the industry for our expertise and has contributed to several standards and innovations in data gathering and analysis in the African continent. Vitel has a Private Network Lines (Local Exchange Operator) service license and has had experience in the telecommunication business. Our vision is to leverage the dominance of large telecom operators in delivering cost-efficient services and establish interoperability with these operators for new, fast-growing services to the consumer.Job Summary
The Head of Customer Support will lead Vitel Wireless’ customer service operations in Lagos, ensuring excellent customer experience, operational efficiency, and high service standards across all support channels.
Key Responsibilities
Set and execute customer support strategies, policies, and service standards in line with business goals.
Lead, mentor, and manage customer support teams to achieve service KPIs and high performance.
Oversee daily operations across call center, digital, and walk-in support channels.
Manage escalations and ensure timely, effective resolution of customer issues.
Track and analyze service metrics, reporting insights and driving process improvements.
Partner with technical, marketing, and product teams to deliver a seamless customer journey.
Design and oversee training and development programs for support staff.
Implement customer feedback mechanisms and continuous improvement initiatives.
Ensure compliance with regulatory requirements and internal policies.
Qualifications & Experience
Bachelor’s degree in Business Administration, Communications, or a related field (MBA is an added advantage).
5–7 years’ experience in customer support within a telecoms or technology environment, including at least 2 years in a leadership role.
Demonstrated experience managing large teams and multi-channel support operations.
Strong leadership, communication, and stakeholder-management skills.
Excellent analytical, problem-solving, and decision-making abilities.
Hands-on experience with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce, or similar).
Strong commitment to delivering outstanding customer experience.
What We Offer
Competitive salary and performance-based incentives.
Health and wellness benefits.
Dynamic and innovative work environment.
Career advancement opportunities in a growing national brand.
Opportunity to be part of Nigeria’s first MVNO revolutionizing mobile communications