Customer & Merchant Support Supervisor

About the role

Kolomoni Microfinance Institution (Gambia), a subsidiary of CapitalSage Holdings, is building its microfinance business and is looking for a Customer & Merchant Support Supervisor in Banjul. You will lead first-line and escalated support for customers, agents, merchants and businesses, managing the queues, the team working them and the difficult cases.

Key responsibilities

• Manage daily support queues, workforce schedules, priorities and service-level performance.
• Own escalated cases and drive resolution with Operations, Technology, Finance, Cards, POS and external partners, holding others to agreed turnaround times.
• Ensure customers receive clear status updates, realistic timelines and a documented outcome, including when the answer is no.
• Coach and quality-assure support officers, and quality-assure customer communication before it goes out.
• Monitor backlogs, aging, reopened cases, complaint themes, vulnerable customers and conduct risks; run root-cause reviews and recommend fixes.
• Maintain approved scripts, knowledge articles, escalation matrices and case categorisation.
• Protect customer data and ensure secure identity verification in every interaction.
• Produce daily and weekly support reports and escalate material incidents promptly.

Required profile

• First degree or higher national diploma in business, banking, communications, operations or a related field.
• Four to six years in customer service, financial-services support, contact-centre operations or case management.
• Supervisory experience owning a queue and a service level, not just a team.
• Clear writing and speaking, de-escalation, prioritisation under volume, and the judgement to spot when a case becomes a risk.

Required skills

• Working knowledge of payments and banking products, case management, identity verification, service recovery and consumer-protection standards.
• Empathy and de-escalation.