What you will be doing:

• Ensure all vendor queries are resolved in a timely manner across all active support channels.
• Guarantee a high-class, consistent quality of support across both Jumia Food and Mall ecosystems.
• Monitor and provide regular reports on vendor satisfaction levels following support interactions.
• Track the support team’s daily productivity and performance metrics to ensure goals are met.
• Deliver continuous training and development sessions to enhance the skills of the support staff.
• Lead regular calibration sessions to maintain a unified standard of service quality and accuracy.
• Oversee the response flow for operations-related issues via phone and email channels.
• Provide individualized coaching to agents based on performance data and interaction audits.
• Act as the first point of escalation for complex vendor issues requiring swift resolution.
• Maintain an organized shift schedule to ensure adequate coverage during peak periods.

What we are looking for:

• Previous experience in a supervisory role within a Call Center, Customer Service, or Hospitality environment.
• Proven ability to meet and exceed demanding service targets and performance KPIs.
• Proficiency in data analytics to interpret performance trends and vendor satisfaction scores.
• Strong leadership skills with a demonstrated ability to motivate and drive team performance.
• Impeccable communication skills, both written and spoken, for professional vendor interaction.
• Advanced organizational skills with the ability to manage multiple priorities in a fast-paced setting.
• High proficiency in Microsoft Office Suite, specifically Excel for performance tracking.
• Ability to implement swift process innovations to improve team efficiency.
• High level of commitment to service excellence and a "vendor-first" mindset.

Kindly make your application by 17th September 2026

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager