Customer Operations Lead-Nigeria

About Turaco It is urgent to find a way to insure those who are not currently insured. Turaco’s mission is to relieve people from the fear of financial shocks. Our vision is to insure a billion people, effectively doubling the global number of insured individuals. Turaco is a rapidly growing financial services start-up in Africa, introducing a new model for health and risk financing targeted at emerging customers. We provide subscription-based insurance for the mass market, bundled with everyday transactions that people are already engaging in. We collaborate with business partners to deliver affordable insurance products that truly enhance people’s lives. At Turaco, we prioritise simplicity, communication, and transparency while striving to transform how insurance operates. We are in the claims paying business. Turaco values diversity and inclusion in the workplace. We’re building a team where our differences enhance and strengthen us. We strictly prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic. Since launching in February 2019, Turaco has attracted a cumulative total of 3 million end users. We are experiencing rapid growth and are looking for team members who can evolve alongside us. To learn more, visit . About the role Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Nigeria team. In this role, you will lead and support a team of Customer Operations Associates to deliver on targets and an excellent customer experience. You will be responsible for optimizing day-to-day operations, managing team performance (targets), and making improvements to existing processes that result in faster and high quality service to our Customers. An ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims. Key Roles & Responsibilities: Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes. Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team. Monitor daily performance and take real-time corrective action to maintain momentum and productivity. Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities. Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs. Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence. Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards. Prepare and present accurate and timely weekly and monthly performance reports. Resolve customer and team escalations promptly and professionally. Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience. Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements. Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms. Contribute to the development and refinement of customer scripts, service processes, and escalation protocols. Key Qualifications Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual. 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role. Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable. Strong track record of managing customer-facing teams in fast-paced, high-volume environments. Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics. Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards. Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative. Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines. Willingness to work as a team member with people across geographies and cultures. Our Company Culture At Turaco, our values shape our culture. They are: 1) Pushing boundaries, 2) Working with excellence, and 3) Profound respect for the individual. If you resonate with these values, we invite you to join us! Total Compensation & Benefits Turaco provides a competitive salary that matches your experience. Additionally, we offer a range of benefits, including stock options and healthcare, all within a supportive company culture where you can thrive and build strong relationships.