Manager, Customer Success

Reliance Health

  • Nigeria
  • Permanent
  • Full-time
  • 28 days ago
  • Apply easily
Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.We are looking to hire a Manager, Customer Success to lead our frontline support team and ensure consistent, high-quality service delivery across all customer channels. You will oversee day-to-day operations of the call centre, drive performance, manage quality, and improve internal processes to deliver an excellent support experience. This role involves close collaboration with cross-functional teams to align service operations with company goals and ensure the team consistently meets its SLAs.As a Manager of Customer Success, you will:
  • Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals
  • Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels
  • Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio
  • Use data insights to identify trends, root causes, and areas of improvement in support delivery
  • Implement processes and tools to improve agent productivity and streamline operations
  • Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors
  • Ensure compliance with standard operating procedures and escalation protocols
  • Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points
  • Support the onboarding, training, and performance development of new hires and existing team members
  • Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent
  • Lead or support cross-functional projects aimed at improving customer service
Requirements
  • 7+ years of experience in customer support or operations, with at least 3 years in a managerial role
  • Proven track record of leading high-performing customer support or call centre teams
  • Strong understanding of support operations, including SLAs, CSAT, FCR, and contact management across multiple channels
  • Experience with support tools and systems such as Zoho or similar platforms
  • Excellent communication, leadership, and problem-solving skills
  • Ability to work cross-functionally and drive process improvements
  • Data-driven mindset with experience using metrics and reporting to inform decisions
  • Comfortable working in a fast-paced and dynamic environment
BenefitsAt Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:
  • Remote-First Environment
Work from anywhere while staying connected to a vibrant, collaborative team. * Competitive Salary and BenefitsWe offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded. * Premium Health InsuranceComprehensive health coverage for you and your family, because your well-being comes first. * Unlimited LeaveTake the time you need when you need it—no limits, no questions. * Meaningful ImpactPlay a key role in transforming customer experiences and shaping healthcare innovation. * Collaborative Work CultureJoin a supportive, inclusive, and team-focused environment that celebrates diversity. * Growth OpportunitiesAccess tools, mentorship, and resources to elevate your skills and career. * Learning & Development AllowanceWe provide an allowance to support your ongoing professional growth and skill enhancement.This is more than a job—it's a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.

Reliance Health