Customer Care Supervisor

Adins Academy is a dynamic and multifaceted company providing services across Information and Technology, General Contracts, General Merchandise, and Online Solutions. In addition to our core offerings, we are also actively engaged in Recruitment, HR Consulting, and Talent Acquisition services. We specialize in helping businesses, both local and international - find, assess, and hire the right talent to meet their workforce needs. Our recruitment services are tailored to meet industry-specific demands, ensuring our clients get access to highly skilled and vetted professionals. From sourcing entry-level candidates to executive-level placements, we act as a trusted partner in every step of the hiring process.

As part of our consulting and HR services, we also support organizations with employee onboarding, performance management strategies, workforce planning, and operational HR guidance. At Adins Academy, we are committed to bridging the gap between talent and opportunity, enabling businesses to grow with the right people and the right strategy. Whether you're a company looking to recruit top talent or a professional seeking the next big opportunity, Adins Academy is here to make the connection seamless and successful.

Key Responsibilities

• Lead, coach, and develop a team of Customer Care Associates, fostering a high-performance culture and managing their schedules.
• Monitor and optimize team performance against KPIs like customer satisfaction and resolution times, using data to identify improvements and update procedures.
• Act as the primary escalation point for complex trading, platform, and financial inquiries.
• Ensure strict adherence to all financial regulations and company compliance policies.
• Prepare detailed performance reports and collaborate with other departments to enhance the customer experience based on feedback.
• Travel internationally as required for training, meetings, and company initiatives

Requirements

• Must have at least 4 years of experience in Customer service, sales, business development, or account management in forex / crypto / financial services.
• Strong knowledge or keen interest in forex and cryptocurrency trading.
• Excellent communication, interpersonal, and persuasion skills.
• Ability to work independently, manage pipelines, and hit aggressive performance targets.
• Familiarity with CRM tools and lead management systems.
• Proficiency in English; fluency in local Nigerian languages is a plus.
• Self-driven, resilient, and target-focused mindset.
• Candidates must have their own laptop to be used as work devices.