Jumia
E-commerce
CustomerServiceSalesTeamLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Service Sales Team Lead at Jumia. Skills: Team leadership, Sales performance, Customer service. Lead and motivate team. Build weekly schedules”
What You'll Achieve.
Meet or exceed GMV targets; Meet or exceed Net Orders targets; Boost conversion performance
Industry & Context.
Root-cause analysis; Action plans
What They're Looking For.
Must Have
2 years Customer Service/Sales, 1 year team management, Bachelor's to Master's degree
Nice to Have
E-commerce experience, Call center experience
What You'll Do.
Lead and motivate team
Build weekly schedules
Handle absence coverage
Conduct one-on-one sessions
Run performance reviews
Monitor daily Sales KPIs
Own Quality & Service KPIs
Identify performance gaps
Implement corrective actions
Produce performance reports
Conduct root-cause analysis
Design team challenges
Design incentive mechanisms
Partner with Marketing
Partner with Commercial
Own onboarding experience
Facilitate coaching sessions
Identify high-potential talent
Build development paths
How You'll Work.
Team & Collaboration
Marketing teams; Commercial teams; CS Manager
Communication Scope
Performance reports; Key trends; Recommendations
Full Job Description
About Jumia: Jumia is a leading pan-African e-commerce platform. Its mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to customers, while helping businesses grow as they use Jumia's platform to better reach and serve customers. Jumia is built around a marketplace and supported by a proprietary logistics business [Jumia Logistics] and a digital payment and fintech platform [Jumia Pay]. With over 3,000 employees, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating a sustainable impact in Africa. In April 2019, Jumia was the first Tech company in Africa to be listed on the New York Stock Exchange. What you will do: Lead and motivate a team of 15–20 CS Sales agents, setting a clear vision and maintaining high standards of performance and accountability. Build and manage weekly schedules aligned with call volume forecasts and commercial objectives. Handle absence coverage and ensure seamless continuity of service operations. Conduct regular one-on-one sessions for performance tracking, coaching, and career development conversations. Run structured periodic performance reviews and set clear improvement goals. Monitor and drive daily Sales KPIs: GMV, Gross & Net Orders, Conversion Rate, OB Calls Reached Rate, OB AHT, and FTE/Headcount. Own Quality & Service KPIs: CSAT %, Resolution Rate, and SLA targets across Inbound, Outbound, Live Chat, and WhatsApp Business. Identify performance gaps in real time and implement rapid corrective actions. Produce daily, weekly, and monthly performance reports using Power BI and Sprinklr dashboards. Conduct root-cause analysis on underperformance and translate findings into actionable plans. Report key trends, risks, and opportunities to the CS Manager with clear recommendations. Define and execute action plans to meet o
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