Customer Care Team Lead

Mogo Credit Limited (hereafter referred to as Mogo) is a microfinance firm licensed in Tanzania by the Bank of Tanzania (BOT) as a Boda Boda and Tuk-Tuk (Bajaji) Credit Provider.

The Customer Care Team Lead oversees the daily operations of the customer care team, ensuring excellent service delivery, smooth workflows, and effective client support. This role involves supervising agents, monitoring performance, handling escalations, and driving continuous improvement in customer experience.

• Supervise and guide Customer Care Generalists in their daily tasks.
• Assign cases and ensure balanced workload distribution across the team.
• Monitor call quality, response times, and customer satisfaction levels.
• Handle escalated client issues and provide timely resolutions.
• Train, coach, and mentor team members to improve performance.
• Track and report team performance metrics to management.
• Ensure accurate documentation of client interactions in the ERP system.
• Collaborate with telesales, loan officers, and outreach teams to align customer support efforts.
• Implement best practices to enhance customer experience and loyalty.
• Support recruitment, onboarding, and continuous training of new staff.

• Bachelor’s degree in Business, Communications, or related field (preferred).
• Proven experience in customer service or call center operations, with at least 2 years in a supervisory role.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Ability to analyze performance data and implement improvements.
• Familiarity with ERP systems and customer service tools.

Competencies

• Leadership and accountability.
• Customer-first mindset.
• Coaching and mentoring ability.
• Strong organizational and multitasking skills.
• Resilience and adaptability in dynamic environments.

Work Schedule

• Customer Care Team Leads are required to provide 24-hour coverage.