Relationship Manager

We are recruiting to fill the position below:

Job Title: Relationship Manager

Job Opening ID: 305
Location: Lagos
Employment Type: Full-time

Job Description

• Coordinate with Product Support and Engineering for deeper investigations on complex issues.
• Ensure clean escalation and closure notes for every ticket.
• Participate in daily and weekly service review cadences and contribute to operational reporting.
• Maintain proactive communication with customers throughout the resolution lifecycle, providing timely status updates and expected resolution timelines.
• Flag recurring or systemic issues to the RM Team Lead for escalation and root cause analysis.
• Maintain up-to-date client records including contact details, product subscriptions, and interaction history.
• Log, categorise, prioritise, and track cases on the service desk platform with proper categorisation, reproducible issue detail, and correct routing.
• Surface client sentiment, recurring pain points, and operational insights to the CSM team to support strategic engagement.
• Serve as the first point of contact for all customer operational issues and requests.

Key Outcomes/KPIs

• Volume of open vs. closed tickets per reporting period.
• Ticket quality – proper categorization, reproducible issue detail, correct routing.
• SLA adherence – response and resolution targets met consistently.
• Customer communication quality and timeliness.
• Internal escalation response time and follow-through rate.
• First-contact resolution rate (where applicable).

Requirements

• BSc in Accounting / Accountancy or a similar numerate discipline will be preferred.
• Strong problem-solving and communication skills with familiarity with ticketing tools and service processes (ITIL-aligned discipline).
• 2+ years of experience in B2B Relationship Management, Customer Support, Customer Success, Customer Relations, Customer Experience, Customer Operations, Technical Support, or Product Support role.
• Ability to handle pressure and manage multiple customers concurrently.
• Proficiency with service desk/ticketing platforms (e.g., Freshdesk, Zoho Desk, or similar).

Benefits
Qore provides the rare opportunity to make history in the financial space for Africa by Africans, while working with the smartest, brightest & coolest minds in Africa. Our people & culture team continuously thinks of innovative ways to improve employee experience and some of the other benefits of working with Qore includes:

• Paid Lunch (i.e., if working onsite)
• Flexible work option (i.e., Remote)
• Very Competitive & Rewarding Pay
• Lifelong Learnings