Bilingual Customer Support Supervisor (French/English)

About the role

LemFi is looking for a bilingual Customer Support Supervisor to lead its front‑line support agents in Côte d'Ivoire. You will ensure high‑quality service for French‑ and English‑speaking users, oversee daily ticket handling, and drive continuous improvement across the support function.

Key responsibilities

• Develop, maintain, and enforce SOPs and SLAs for all support processes.
• Monitor ticket queues, resolve escalated tickets, and reduce backlog.
• Coach, train, and evaluate agents to meet KPI targets and service standards.
• Produce weekly performance reports and incident documentation for leadership.
• Analyse customer feedback, identify trends, and implement service enhancements.
• Manage cross‑functional escalations with Product, Engineering, Compliance, and Operations.
• Recommend scalable process improvements and support the leadership team with ad‑hoc tasks.

Required profile

• Fluent in both French and English, with excellent written and verbal communication.
• Proven experience supervising a customer support or call‑center team.
• Strong analytical mindset and ability to translate data into actionable improvements.
• Demonstrated ability to meet KPIs and maintain high service quality.

Required skills

• Experience with ticketing platforms (e.g., Zendesk, Freshdesk or similar).
• Proficiency in Slack, Jira, and Skype for internal collaboration.
• Ability to create and enforce SOPs and SLAs.