About HubQuery & this role
HubQuery Customer Success owns HubDesk quality, escalations, and playbooks that help professional customers succeed.
We are hiring a Customer Success Lead to own escalations, coach Associates, and improve response quality across markets.
Why this role stands out
You set the quality bar for support and success without holding god-mode or country ownership.
What you will do
- Own escalated HubDesk cases and complex account issues.
- Coach Associates on tone, accuracy, and prioritization.
- Maintain playbooks and help content that scale success.
- Partner with Operations & Trust when trust or verification issues arise.
- Monitor queue health and surface product feedback.
What we're looking for
Required
- 3+ years in customer success or support leadership for SaaS or marketplaces.
- Experience coaching others and writing playbooks.
- Strong judgment under ambiguity.
- Comfort with metrics (response time, resolution, satisfaction).
Strongly preferred
- Proptech or multi-market support experience.
- Familiarity with CRM and helpdesk tooling.
Reports to
Customer Success Manager or Executive
How we work
- Outcome-oriented with lightweight process.
- Close collaboration across pillars.
- Data-informed prioritization.
- Respect for focus time; async-friendly documentation.
- Hybrid-friendly: strong overlap with West Africa / European time zones.
Benefits & practicalities
- Competitive salary plus performance reviews
- Remote-friendly or hybrid options depending on the role
- Laptop and tools budget
- Learning budget for courses and certifications
- Paid time off and local public holidays observed
- Health support stipend (market-dependent)
- Direct exposure to founders and leadership
Employment type: Full-time · Location: Lagos / Hybrid · Reports to: Customer Success Manager or Executive
Interview process
- Recruiter screen (30 min) — role fit, motivations, logistics
- Hiring manager conversation (45 min) — experience and approach
- Practical exercise or scenario (~60 min)
- Team interview (45 min) — cross-functional collaboration
- Final conversation with leadership (30 min) — vision, ways of working, offer details
We aim to complete the process within two weeks and provide clear feedback at each stage.
Equal opportunity
HubQuery is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. We do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic. If you need accommodations during the application or interview process, please let us know.