Customer Service Team Leader — Atlantic Hub

Location: Eko Atlantic City, Lagos, Nigeria (Remote option after probation)
Department: Customer Experience
Reports to: Customer Experience Manager
Salary: Competitive (GBP)
Contract: Full-time, Permanent
Positions Available: 4
Experience Level: Mid-level

About the Role

As a Customer Service Team Leader at SkyFord's Atlantic Hub, you'll be the bridge between our frontline team and management. You'll lead, coach, and support a group of Customer Service Representatives while staying hands on with the work yourself. You'll also be a regular voice on calls with our UK operations team, representing the Atlantic Hub's operations, challenges, and wins.

This is a launch team role with real ownership. You'll help define what great leadership looks like at SkyFord in this region.

What You'll Do

• Lead and mentor a team of Customer Service Representatives, providing daily coaching, feedback, and performance guidance

• Handle escalated customer issues with calm, professionalism, and a solutions-first mindset

• Liaise with UK-based Customer Experience Managers on regular calls, reporting on team performance, surfacing trends, and aligning on priorities

• Monitor team metrics on Commslayer and take action to improve response times, resolution rates, and customer satisfaction

• Support the onboarding and training of new team members, ensuring SkyFord standards are met from day one

• Stay calm under pressure during peak periods, system outages, or complex customer situations

• Contribute to process improvements by identifying gaps and proposing better ways of working

• Adapt to shifting priorities as the Atlantic Hub scales and evolves

What We're Looking For (Essential)

• Proven experience in customer service or hospitality roles

• Strong leadership instincts able to motivate, guide, and hold a team accountable

• Excellent written and spoken English for internal and customer-facing communication

• Calm under pressure with a track record of handling difficult situations well

• 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

What We're Looking For (Desirable)

• Previous team leadership or supervisory experience

• Experience with Commslayer or similar customer service management platforms

• Familiarity with e-commerce operations, order management, or logistics

• Experience collaborating with remote or international teams, especially UK-based stakeholders

• Additional language skills (French, Spanish, e.t.c)

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 managers and senior leaders on calls and 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

• Regular calls with UK leadership team (time zone coordination required)

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

Why This Role Matters

You'll be one of the first four leaders at the Atlantic Hub. The culture you build within your team, the standards you set, and the feedback you channel to UK leadership will directly shape how SkyFord scales in this region. This is a role with real influence and a clear path to management.

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