Oak Exclusive
Oak Exclusive is a apparel industry company that realizes the full potential of Africa's textile production. They offer a wide range of services including industrial tailoring, screen printing, and embroidery, providing comprehensive support for every step of production including tailoring and branding.
Customer Care Team Lead
NGN 250,000–300,000
Lekki Phase 1, Lagos
On-site
3–7 years experience
The Opportunity
We're looking for a composed, customer-obsessed Customer Care Team Lead to be the backbone of our client experience at Oak Exclusive. You'll lead a team of customer care reps, own every escalation that lands on your desk, and make sure every customer — whether they ordered 10 polo shirts or a full uniform run — feels heard, helped, and coming back. You know fashion and fabrics aren't just products; they're people's brands. That understanding will set you apart.
Your Mission
- 01Lead and supervise a team of customer care representatives
- 02Handle escalated customer complaints and resolve them within 24 hours
- 03Monitor order status and liaise with production and logistics teams
- 04Track and report on team KPIs including response time, resolution rate, and CSAT
- 05Coach and develop team members through regular feedback sessions
- 06Ensure SLAs are met across all customer touchpoints
What You Bring
Must-have
Customer Complaint ResolutionTeam LeadershipCRM ToolsOrder ManagementSLA ManagementEscalation Handling
Nice-to-have
Reporting & AnalyticsCross-functional CollaborationMicrosoft Office / Google WorkspaceTraining & Coaching
3–7 years experience
The Non-Negotiables
No prior team leadership experience
Cannot work on-site in Lekki Phase 1
No experience in a product or manufacturing customer-facing environment
Poor written communication
Culture
The Purpose of This Role
Own the customer experience end-to-end — from the first complaint to the final resolution — and build a team that makes clients feel valued at every touchpoint.
Own the customer experience end-to-end — from the first complaint to the final resolution — and build a team that makes clients feel valued at every touchpoint.
If this speaks to you…
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Customer Care Team Lead
Oak Exclusive
Oak Exclusive is a apparel industry company that realizes the full potential of Africa's textile production. They offer a wide range of services including industrial tailoring, screen printing, and embroidery, providing comprehensive support for every step of production including tailoring and branding.
Powered bytezera
Customer Care Team Lead
NGN 250,000–300,000
Lekki Phase 1, Lagos
On-site
3–7 years experience
The Opportunity
We're looking for a composed, customer-obsessed Customer Care Team Lead to be the backbone of our client experience at Oak Exclusive. You'll lead a team of customer care reps, own every escalation that lands on your desk, and make sure every customer — whether they ordered 10 polo shirts or a full uniform run — feels heard, helped, and coming back. You know fashion and fabrics aren't just products; they're people's brands. That understanding will set you apart.
Your Mission
- 01Lead and supervise a team of customer care representatives
- 02Handle escalated customer complaints and resolve them within 24 hours
- 03Monitor order status and liaise with production and logistics teams
- 04Track and report on team KPIs including response time, resolution rate, and CSAT
- 05Coach and develop team members through regular feedback sessions
- 06Ensure SLAs are met across all customer touchpoints
What You Bring
Must-have
Customer Complaint ResolutionTeam LeadershipCRM ToolsOrder ManagementSLA ManagementEscalation Handling
Nice-to-have
Reporting & AnalyticsCross-functional CollaborationMicrosoft Office / Google WorkspaceTraining & Coaching
3–7 years experience
The Non-Negotiables
No prior team leadership experience
Cannot work on-site in Lekki Phase 1
No experience in a product or manufacturing customer-facing environment
Poor written communication
Culture
The Purpose of This Role
Own the customer experience end-to-end — from the first complaint to the final resolution — and build a team that makes clients feel valued at every touchpoint.
Own the customer experience end-to-end — from the first complaint to the final resolution — and build a team that makes clients feel valued at every touchpoint.
If this speaks to you…
Customer Care Team Lead