Customer Service Supervisor

About the role

Palmpay, a Pan‑African fintech, is looking for a proactive Customer Service Supervisor to lead its Ugandan customer service team. The role involves building a strong team, shaping behaviours, and ensuring high‑quality service for users of its payments platform.

Key responsibilities

• Oversee and assess daily activities of customer service staff, providing regular performance feedback.
• Strategise and monitor operational workflows to meet service targets.
• Assist staff with duties as needed and train them on company policies and customer service standards.
• Manage cashier coverage and customer flow to maintain efficient service.
• Monitor and authenticate returns, exchanges and voids.
• Investigate and resolve customer complaints promptly.
• Contribute to the development and implementation of service policies and communicate them to staff and customers.
• Maintain accurate documentation of department activities and operational records.
• Perform additional duties as required.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Public Relations, Sales or a related field.
• 3‑5 years of experience in the fintech or banking sector.
• Strong knowledge of customer service practices and standard office procedures.
• Excellent written and verbal communication skills.
• Strong organisational abilities and people‑management skills.
• Ugandan citizenship.

Required skills