Customer Service Manager — Atlantic Hub

Location: Eko Atlantic City, Lagos, Nigeria (Remote option after probation)
Department: Customer Experience
Reports to: VP of Customer Service Operations
Salary: Competitive (GBP)
Contract: Full-time, Permanent
Positions Available: 2
Experience Level: Senior

About the Role

As a Customer Service Manager at SkyFord's Atlantic Hub, you'll own the day-to-day running of our customer experience function in the region. You'll lead a team of Team Leaders and Representatives, manage escalated tickets that need senior attention, and serve as the key link between Lagos and our UK leadership.

Every shift starts and ends with you. You'll conduct handovers, mentor your people, and ensure nothing falls through the cracks. You'll also meet regularly with the VP of Customer Service Operations to align on strategy, surface insights, and drive continuous improvement.

This is a launch team role with real weight. You'll help build the systems, culture, and standards that define how SkyFord serves customers worldwide.

What You'll Do

• Lead and develop a team of Customer Service Team Leaders and Representatives, setting clear expectations and holding the team accountable

• Manage escalated tickets that require senior intervention, resolving complex customer issues with sound judgment and a customer-first approach

• Conduct shift handovers at the beginning and end of every shift, ensuring seamless continuity and clear communication across time zones

• Train and mentor all staff, identifying skill gaps and creating development plans to close them

• Communicate regularly with UK-based leadership, including scheduled calls with the VP of Customer Service Operations to report on performance, discuss challenges, and align on priorities

• Monitor and improve team performance using Commslayer, tracking key metrics and taking action where needed

• Build and refine processes, workflows, and standards for the Atlantic Hub customer experience team

• Handle staffing and scheduling, ensuring adequate coverage across shifts and peak periods

• Adapt to shifting priorities as the Atlantic Hub scales, new markets open, and customer needs evolve

What We're Looking For (Essential)

• Proven experience leading a customer service team at manager level or equivalent

• Track record of managing escalated tickets and resolving high-stakes customer issues

• Strong leadership and people management skills, with experience mentoring and developing team members

• Excellent written and spoken English for customer, internal, and senior stakeholder communication

• Comfortable working across multiple systems and platforms

• Reliable internet connection and a quiet workspace for remote work

• Flexibility to work shifts, including weekends if required, and align with UK time zones for key meetings

What We're Looking For (Desirable)

• Experience with Commslayer or similar customer service management platforms

• Familiarity with e-commerce operations, logistics, or marketplace models

• Experience managing remote or distributed teams

• Experience working with UK or international stakeholders and navigating cross-cultural communication

• Additional language skills (French, Portuguese, or local Nigerian languages)

• Data-driven mindset with experience using metrics to inform decisions

How You'll Work

Training & Probation (First 12 weeks):

• Fully in-office at our Eko Atlantic City hub

• Deep immersion in SkyFord's products, systems, and customer service standards

• Shadowing UK-based leadership and building relationships with the VP of Customer Service Operations

• Regular feedback and performance checkpoints

After Probation:

• Remote option available — work from home as your default if preferred

• Hybrid flexibility — come into the Eko Atlantic office whenever you choose

• Daily shift handovers (beginning and end of shift)

• Regular calls with UK leadership, including the VP of Customer Service Operations

• Occasional in-person team days or training sessions as needed

Why This Role Matters

You'll be one of two managers building the customer experience engine for the Atlantic Hub. The standards you set, the people you develop, and the relationships you build with UK leadership will determine how SkyFord scales in this region. This is a high-visibility role with a direct line to the top of the function and a clear path to senior leadership.

What You'll Get

• Competitive salary paid in GBP

• Health insurance for you and your dependents

• Paid gym membership

• Transport and feeding allowance

• Fully paid maternity and paternity leave

• Sick pay

• Workplace pension

• Remote flexibility after probation

• Launch team perks: fast-track progression, early equity conversations, and the chance to build something from day one