Overview

What this role is

Care customers reach us through a shared Henry Onyx support thread. You'll own the quality and tone of every reply, lead a small support team, and partner with operations on the recovery loop when something goes wrong on the service side.

Who this is for

This is a Mid-level role on the Customer Experience team at Henry Onyx Fabric Care, working hybrid from Lagos. The lists below spell out what you will own and what we need to see in your background. If that sounds like you — and the pay band works for your life — this is worth a thoughtful application.

Responsibilities

Audit a sample of support threads weekly — written feedback to each agent
Manage a team of 4-6 support agents; coach against the response-time SLA
Run the weekly review with the Operations Manager — what broke, what we changed
Own escalation paths and refund policy execution
Maintain the response-template library; deprecate stale macros

Requirements

4+ years in customer support, last 1+ year leading agents
Demonstrated SLA improvement (median response time, FCR rate)
Calm tone under complaint — recovery is your craft
Comfort instrumenting your own work in a spreadsheet or BI tool

Benefits & what they want you to know

Hybrid (3 days Lagos office)
Performance bonus on response-time + CSAT
Health insurance + 18 days paid leave
Verified employer
Structured pipeline

Compensation & how to show up

Pay

₦5,000,000 - ₦10,000,000

When employers share a range, we show it here so you are not walking into interviews blind. If it says “discussed,” bring your expectations in the application — we pass them to the team with your note.

Strong applications

Specific beats generic.

A short, specific note about why this role fits you beats a generic cover letter. Mention proof you have done similar work, when you can start, and anything that affects location or travel.

Location and work mode

Location
Lagos
Work mode
hybrid
Team
Customer Experience

About the team

Henry Onyx Fabric Care lists this role on Henry Onyx so candidates get a clear process — not just a PDF and a prayer. You will see verification status, how many people have applied, and (when shared) how quickly they try to reply.

Team snapshot

Henry Onyx Fabric Care is growing the Customer Experience team and is looking for someone with mid-level experience.

What happens after you apply

Every application gets a stage you can read in your candidate hub — no more wondering if your CV vanished. The steps below are what this employer asked us to show for this role; your own timeline may skip or repeat steps, but updates stay in one place.

Step 01applied
Step 02reviewing
Step 03shortlisted
Step 04interview
Step 05offer
Step 06hired
Step 07rejected

Where updates appear

Shortlist moves, interview invites, and offer steps show up in and in your Henry Onyx account activity when we send notifications.

Interview stages (plain English)

Stage 01
applied
Someone reads your application against the role — expect a little wait if volume is high.
Stage 1
Stage 02
reviewing
Deeper conversations or tasks so both sides can judge fit with real examples.
Stage 2
Stage 03
shortlisted
Deeper conversations or tasks so both sides can judge fit with real examples.
Stage 3
Stage 04
interview
Deeper conversations or tasks so both sides can judge fit with real examples.
Stage 4
Stage 05
offer
Deeper conversations or tasks so both sides can judge fit with real examples.
Stage 5
Stage 06

Customer Support Lead

What this role is

applied

reviewing

shortlisted

interview

offer

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