Lead Customer Experience Agent (Non-Technical) at Fieldbase Services Limited

Fieldbase Services Limited • Lagos • 0

Full Time BA/BSc/HND

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Posted Jan 5, 2026

Customer Care&nbsp

Job Description

About the job

We’re looking for a
Lead Customer Experience Agent
to
own and raise the standard
of non-technical customer experience across the business. You’ll design systems, define KPIs, improve workflows, and lead by example in how customers are supported.

What You’ll Do

Own and lead
non-technical customer experience operations
Design, document, and continuously improve
CX systems, processes, and SOPs
Work cross-functionally with Operations, Finance, Sales, and Product to remove friction from customer journeys
Define, track, and drive improvement of CX KPIs (response times, resolution quality, CSAT/NPS, churn drivers)
Source, embed, and optimise customer engagement technology (CRM, ticketing, subscription and billing platforms, automation tools)
Handle and oversee complex or escalated customer issues
Act as the internal voice of the customer, backed by insight and data.
Coach and guide Customer Service team members as the function scales

Who You Are

Highly articulate clear, calm, and precise in communication
Relentlessly focused on customer experience excellence
A structured thinker who enjoys building and improving systems
Strong problem-solver with a bias for ownership and resolution
Comfortable using and improving: CRM systems; Subscription management platforms; Customer engagement and automation tools
Patient, empathetic, and people-centric
Confident challenging poor processes and improving them

Interested and qualified? Go to Fieldbase Services Limited on www.linkedin.com to apply

Submit your application before the deadline.