Customer & Merchant Support Supervisor

About Kolomoni Kolomoni Microfinance Institution (Gambia) is a microfinance institution licensed and regulated by the Central Bank of The Gambia. We are a subsidiary of CapitalSage Holdings, a Nigerian-founded conglomerate established in 2014, operating across fintech, agribusiness, FMCG, healthcare and export trading, with a presence in multiple African countries and global markets. We exist for the part of the market formal banking has largely passed over: traders, agents, merchants, MSMEs and ordinary earners who run real economic activity without a bank behind them. We serve them through personal banking and wallets, business banking, corporate and ecosystem payments, agency banking and merchant acceptance — delivered through a growing branch and service-centre network and the field teams behind it. We are in a build phase. The structure, the propositions and the standards are being set now, by the people joining now. About the role You will lead first-line and escalated support for our customers, agents, merchants and businesses — the queues, the team working them, and the hard cases that land on your desk. This is where a customer finds out what Kolomoni is actually like. A failed transaction handled well keeps the customer. The same failure handled badly loses the customer and everyone they tell. When someone’s money is sitting somewhere it should not be, you are the person they are waiting on. What you will do Manage daily support queues, workforce schedules, priorities and service-level performance. Own escalated cases and drive resolution with Operations, Technology, Finance, Cards, POS and external partners. Hold other functions to agreed turnaround on cases they own, and escalate where a dependency is stalling a customer’s money. Ensure customers get clear status updates, realistic timelines and a documented outcome — including when the answer is no. Coach and quality-assure the support officers, and quality-assure customer communication before it goes out. Monitor backlogs, aging, reopened cases, complaint themes, vulnerable customers and conduct risks. Run root-cause reviews and recommend the product, process and control fixes that stop the complaint recurring. Maintain approved scripts, knowledge articles, escalation matrices and case categorisation. Protect customer data and ensure secure identity verification in every interaction — including under pressure from a frustrated customer. Produce daily and weekly support reporting, and escalate material incidents promptly. Requirements A first degree or higher national diploma in business, banking, communications, operations or a related field. Four to six years in customer service, financial-services support, contact-centre operations or case management. Supervisory experience — specifically, having owned a queue and a service level, not just a team. Working knowledge of payments and banking products, case management, identity verification, service recovery and consumer-protection standards. Real empathy rather than scripted sympathy; clear writing and speaking; de-escalation; prioritisation under volume. The judgement to recognise when a case has stopped being a service issue and become a risk one.