Background

Hobbiton Technologies is a proudly Zambian-owned fintech company that develops cutting-edge software for the insurance, capital markets, and payments sectors.

We power innovation through technology that simplifies how businesses and individuals manage money, invest, and transact.

Our ecosystem includes:

• Patumba – a digital savings and investment platform.
• Securities trading solutions integrated with the Lusaka Securities Exchange (LuSE).
• Investment management tools supporting diverse asset portfolios.
• Lipila Payment Gateway – enabling businesses to seamlessly collect and disburse funds.
• A suite of digital insurance platforms such as Inshuwa, Gari, Samala, and Crop Insurance, complemented by agent and broker portals that deliver complete solutions for insurers and customers.

At Hobbiton, we believe in transforming ideas into reality- the smart way. Our culture is dynamic, forward-looking, and built for innovators who want to shape the future of digital finance in Zambia and beyond.

The Opportunity

Hobbiton is seeking a highly driven, people-focused, and results-oriented Customer Care Team Lead to oversee and elevate our customer service operations.

Based at our Head Office in Lusaka, this role is ideal for a strong leader who thrives in a fast-paced environment, is passionate about service excellence, and has a proven ability to coach teams, resolve complex issues, and drive continuous improvement in customer experience.

If you currently reside in Lusaka or are willing to self-relocate, this is your opportunity to lead a dynamic team and directly influence customer satisfaction, operational efficiency, and service quality in Zambia’s evolving fintech landscape.

Responsibilities

Customer Service Excellence

• Handle complex and escalated customer inquiries and complaints effectively.
• Ensure timely and accurate responses across all customer channels (phone, email, social media, etc.).
• Maintain strong knowledge of company products, services, and policies.

Team Leadership & Development

• Supervise, coach, and support Customer Care Executives.
• Monitor team performance and ensure service standards are consistently met.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Support recruitment, onboarding, and training of new team members.

Operations & Performance Management

• Track and manage key team metrics including response time, resolution time, customer satisfaction, and productivity.
• Conduct quality checks and audits on customer interactions.
• Ensure adherence to internal procedures, service standards, and regulatory requirements.

Continuous Improvement & Collaboration

• Identify trends in customer inquiries and complaints and recommend process improvements.
• Collaborate with internal departments to resolve systemic issues affecting customer experience.
• Develop and implement strategies to improve service efficiency and quality.

Reporting & Planning

• Prepare and present weekly and monthly performance reports to management.
• Utilize data to forecast call volumes, plan staffing, and improve service delivery.

Qualifications

• Full Grade Twelve (12) Certificate.
• Bachelor’s degree in Business, Communications, or a related field.
• Minimum of three (3) years’ experience in customer service, with at least one (1) year in a supervisory or leadership role.
• Proficiency in customer service systems and CRM platforms.
• Strong analytical and reporting capabilities.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and team management abilities.
• Ability to work under pressure and manage multiple priorities.

Why Join Us!!

At Hobbiton, you will join a young, vibrant, and innovative team that values ownership, collaboration, and continuous learning.

As a Customer Care Team Lead, you will have the opportunity to shape service delivery, develop talent, and drive customer experience excellence while working with passionate professionals and cutting-edge technology in Zambia’s growing fintech ecosystem.

• Handle complex and escalated customer inquiries and complaints effectively.
• Ensure timely and accurate responses across all customer channels (phone, email, social media, etc.).
• Maintain strong knowledge of company products, services, and policies.
• Supervise, coach, and support Customer Care Executives.
• Monitor team performance and ensure service standards are consistently met.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Support recruitment, onboarding, and training of new team members.
• Track and manage key team metrics including response time, resolution time, customer satisfaction, and productivity.
• Conduct quality checks and audits on customer interactions.
• Ensure adherence to internal procedures, service standards, and regulatory requirements.
• Identify trends in customer inquiries and complaints and recommend process improvements.
• Collaborate with internal departments to resolve systemic issues affecting customer experience.
• Develop and implement strategies to improve service efficiency and quality.
• Prepare and present weekly and monthly performance reports to management.
• Utilize data to forecast call volumes, plan staffing, and improve service delivery.

• Proficiency in customer service systems and CRM platforms.
• Strong analytical and reporting capabilities.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and team management abilities.
• Ability to work under pressure and manage multiple priorities.

• Full Grade Twelve (12) Certificate.
• Bachelor’s degree in Business, Communications, or a related field.
• Minimum of three (3) years’ experience in customer service, with at least one (1) year in a supervisory or leadership role.