Location: Lagos, fully onsite

Reporting to: Head of Growth & Marketing

Role overview

The Customer Service & Experience Lead is a strategic role responsible for elevating the overall customer experience at MANO. With a dedicated supervisor managing day-to-day team operations, this role operates at a higher level: setting the quality bar, owning the CX vision, driving continuous improvement across service delivery, and ensuring the function scales effectively.

This is a role for someone who thinks about customer experience holistically — not just reactive support, but proactive quality, loyalty, and satisfaction across every touchpoint.

Core responsibilities

Customer experience strategy

• Own the customer experience vision for MANO, defining what exceptional service looks and feels like across all channels.
• Translate business priorities into CX strategies that improve satisfaction, reduce churn, and build brand loyalty.
• Identify patterns in customer feedback, complaints, and escalations to surface systemic issues and recommend structural solutions.
• Act as the internal voice of the customer in cross-functional conversations with Operations, Marketplace, Tech, and Marketing.

App experience & customer feedback loop

• Conduct regular audits of the customer app experience, identifying friction points, usability issues, and recurring pain points reported by customers.
• Compile and document patterns in customer feedback that are directly related to the app, including navigation, order flow, and issue reporting.
• Report findings to line management on a regular basis for escalation to the relevant product and tech stakeholders to review and action.
• Track whether changes actioned based on customer feedback result in measurable improvements to satisfaction scores.

Quality assurance & standards

• Design and govern the QA framework across all customer interactions (chat, calls, email).
• Define and maintain communication standards, scoring rubrics, and compliance benchmarks.
• Conduct strategic audits and trend analysis to identify quality gaps at scale.