Customer Operations Lead (Contract)

About OypleOyple is building a modern textile-commerce platform for Nigeria and Africa. Starting with Asoebi event purchases and expanding into a full marketplace connecting retailers and wholesalers. We align customer expectations, quality control in markets, and merchants into one smooth workflow.Role DescriptionThis is a full-time remote/field role, for a Customer Operations Lead (Contract). The Customer Operations Lead will be responsible for overseeing customer service operations, ensuring smooth logistics coordination, managing vendor relationships, solving customer issues, and improving overall customer experience. The individual will also manage field operatorsRole Type & CompensationContract: Rolling contract (renewable)Compensation: ₦250,000/month base + ₦50,000/month call/data allowanceLocation: Lagos preferred (remote/field). Remote within Nigeria considered with periodic field visits.Hours: Full-time; flexibility for peak periodsWhat You’ll Do1) Customer Operations & SuccessBe the first point of contact for customers who publish an event on Oyple.Clearly explain Oyple’s value, delivery timelines, delivery policy, and fabric replacement policy to set expectations and remove assumptions.Own inbound queries and complaints across WhatsApp/Instagram/phone/email; drive fast, empathetic resolutions.Track SLAs: first response time, resolution time, and CSAT/NPS.2) Order & QC CoordinationCoordinate with on-ground Quality Control (QC) personnel who source fabrics from market vendors.Ensure QC checklists are followed (color/texture match, GSM, defects, vendor receipts/photos, replacements).Escalate and resolve mismatches promptly; communicate updates back to customers.3) Marketplace Expansion (Field Team Management)Manage field officers who onboard wholesalers and retailers to Oyple.Plan weekly targets, routes, merchant pitches, and activation flows.Ensure merchants complete KYC, catalog basics, pricing, and first-listing go-live.Monitor onboarding, activation, retention funnel; remove blockers fast.4) Process, Tools & ReportingMaintain clean logs in CRM/Sheets (customer touchpoints, QC outcomes, vendor notes, tickets).Propose and document SOPs that reduce repeat issues and improve conversion/quality.What You’ll Need2–5 years in customer operations, customer success, field/merchant onboarding, or marketplace ops (fashion/textiles/e-commerce a plus).Excellent spoken and written communication; calm under pressure; high ownership.Strong coordination skills across customers, QC staff, and field officers.Comfortable with WhatsApp/phone support, Google Workspace, spreadsheets, and basic CRM tools.Market familiarity with Nigerian textile hubs (e.g., Lagos markets) is a strong plus.Languages: Fluent English required; Yoruba/Igbo/Hausa a bonus.Willingness to do occasional market visits and weekend coverage when needed.What We OfferMission-driven team shaping the next generation of textile commerce.High ownership, visible impact, and growth into senior ops/marketplace roles.Supportive culture with clear SOPs and real-time feedback loops.How to applyPlease Fill out the form to ApplyOnly those who fill out this form will be consideredhttps://forms.gle/vtLnoqetDm6e3UWk7