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Customer Experience Lead

Crand Technologies LTD is hiring!

About

About Crand Technologies

Crand Technologies is a beacon of innovation, dedicated to elevating tech ventures in Africa and beyond. Our focus is on fostering growth and offering mentorship to a diverse range of tech projects. Our flagship, Dtunes, is at the vanguard, redefining the digital currency landscape with a user-friendly payment platform, enhancing the accessibility and practicality of digital assets for everyone.

Why Join Us?

This is a unique opportunity to become part of a vibrant, forward-thinking team that is shaping the future of digital transactions. As a Customer Experience Lead for Dtunes, you will have the chance to:

  • Lead the conversation around user satisfaction and trust in the digital payments space.

  • Work in an environment that values creativity, empathy, and innovation.

  • Be at the cutting edge of financial technology, ensuring every customer interaction is seamless, efficient, and memorable.

  • Enjoy a dynamic work culture that is both challenging and rewarding, with opportunities for professional growth and leadership development.

  • Make a real impact by engaging with a community passionate about technology and financial empowerment.

What We Need From Candidates

  • A deep passion for customer experience, with a drive to ensure users feel valued and supported at every touchpoint.

  • Demonstrated expertise in designing and implementing scalable CX strategies, including automation and workflow optimization.

  • Proven track record in leading and empowering customer support teams, fostering collaboration and a customer-first culture.

  • Ability to translate customer feedback into actionable insights, bridging the gap between users and cross-functional teams (Product, Engineering, Marketing).

  • Strong storytelling and communication skills, capable of articulating customer needs and successes to both technical and non-technical stakeholders.

  • A strategic mindset with the ability to develop and execute a customer experience roadmap that aligns with broader company objectives.

  • Hands-on experience with CX tools and technologies (e.g., Zendesk, Intercom, Freshdesk, HubSpot) to enhance efficiency and satisfaction.

Job Description

We are seeking a proactive and visionary Customer Experience Lead to own and drive the full lifecycle of our customer journey — from first contact through long-term engagement. This role is responsible for ensuring end-to-end user satisfaction while building and automating processes that scale efficiently with business growth.

The ideal candidate will blend empathy with innovation — leading initiatives that not only resolve customer issues but also anticipate their needs, streamline workflows through automation, and deliver a seamless, delightful experience across all touchpoints.

Key Responsibilities

  • Own end-to-end customer satisfaction by mapping and optimizing every stage of the customer journey.

  • Lead the customer support and success teams, ensuring consistent, high-quality interactions.

  • Design and implement automated solutions (e.g., AI/chatbots, workflows, macros, knowledge base) to increase efficiency and reduce manual interventions.

  • Build data-driven customer feedback loops (NPS, CSAT, CES, retention metrics) and translate insights into actionable improvements.

  • Partner with Product, Operations, and Marketing to align customer experience strategies with business objectives.

  • Create scalable processes that anticipate customer needs and proactively resolve pain points.

  • Train, mentor, and empower agents to deliver empathetic, solutions-focused support.

  • Monitor key metrics such as first response time, resolution time, churn reduction, and customer satisfaction, continuously optimizing for improvement.

Preferred Experience

  • Bachelor’s degree in Business, Communications, or related field (CX certifications are an advantage).

  • Minimum 3 years’ experience in customer support, customer success, or service delivery, with at least 2 years in a leadership role.

  • Strong experience in customer experience automation (Zendesk, Intercom, Freshdesk, HubSpot, or equivalent).

  • Proven track record of implementing scalable workflows and process improvements that directly improved customer satisfaction and operational efficiency.

  • Analytical mindset with ability to leverage data for decision-making and strategic planning.

  • Strong leadership, coaching, and communication skills with the ability to influence cross-functional teams and C-level executives.

  • Passion for building customer-centric cultures and delivering outstanding service experiences.

Recruitment Process

  1. Application Review – Shortlisted candidates will be contacted via email.

  2. First Interview (Technical/Operational) – Discussion with our customer experience consultant to assess process expertise and automation knowledge.

  3. Second Interview (Leadership & Strategy) – Conversation with our executive team to evaluate leadership style, customer-first mindset, and cultural fit.

  4. Case Study / Task – Candidates may be asked to design a workflow improvement plan, implement an automation use case, or analyze customer feedback data.

  5. Final Decision & Offer – Selected candidate will be contacted with an offer and start date.

Additional Information

  • Contract Type: Full-Time
  • Location: Lagos
  • Education Level: Bachelor's Degree
  • Experience: > 3 years
  • Possible full remote
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