Job Title: Customer Operations Lead
Organisation: Turaco
Duty Station: Kampala, Uganda
About Organisation:
Turaco is a fast-growing financial services start-up in East Africa that is bringing a new model to health and risk financing for emerging customers. Turaco is a subscription-based insurance for the mass market bundled with regular transactions that people are already doing. Turaco works through business partnerships to offer affordable insurance products that add real value to people’s lives. At Turaco we value simplicity, communication and transparency and strive to transform the way insurance works. When it comes to claims, our goal is to pay out, and fast. Since launching in Feb 2019, Turaco has acquired 20,000+ end users. Over the next 24 months, that will grow to 500,000+ end users. We are growing very fast, and we need leaders who can grow with us.
Job Summary: Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Uganda team.
In this role, you will lead and support a team of Customer Operations Associates to deliver on targets and an excellent customer experience. You will be responsible for optimizing day-to-day operations, managing team performance (targets), and making improvements to existing processes that result in faster and high quality service to our Customers.
An ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims.
Key Duties and Responsibilities:
- Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes.
- Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team.
- Monitor daily performance and take real-time corrective action to maintain momentum and productivity.
- Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities.
- Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs.
- Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence.
- Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards.
- Prepare and present accurate and timely weekly and monthly performance reports.
- Resolve customer and team escalations promptly and professionally.
- Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience.
- Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements.
- Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms.
- Contribute to the development and refinement of customer scripts, service processes, and escalation protocols.
Qualifications, Skills and Experience:
- Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual.
- 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role.
- Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable.
- Strong track record of managing customer-facing teams in fast-paced, high-volume environments.
- Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics.
- Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards.
- Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative.
- Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines.
- Willingness to work as a team member with people across geographies and cultures.
How to Apply:
All candidates should apply online at the link below.
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 48