Team Leader

At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.

You need to follow simple guidelines:

• Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
• Apply with your Jumia e-mail.

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 26th September 2026

Interview stages 

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