IT Horizons Limited is a system integrator and Application ICT Company with a clear focus in technology enabled solutions and professional services.
We are recruiting to fill the following positions below:
1.) Customer Success Lead
Job Location: Lagos
Employment Type: Full-time
Department/Unit: Zojatech Growth
Reports to: Direct reports External Relationships Relationships
Growth Unit, Product Unit, Customer success Unit
Customers, Clients, vendors
- The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite. This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.
Key Roles & Responsibilities
Team Leadership & Operations:
- Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
- Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
- Establish shift structures and support coverage to ensure service reliability
Customer Experience Strategy:
- Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
- Develop and continuously improve customer service policies, SOPs, and playbooks
- Ensure a seamless, end-to-end customer journey across all touchpoints
Customer Engagement & Retention:
- Proactively monitor customer behavior and identify churn risks
- Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
- Drive adoption of key products (payments, savings, loans, bill pay)
Issue Resolution & Escalation Management:
- Oversee resolution of complex customer complaints and escalations
- Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
- Maintain high standards of communication and customer satisfaction
Data, Reporting & Insights:
- Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
- Generate insights to inform product, operations, and growth strategies
- Maintain accurate records of interactions and leverage CRM tools for reporting
Cross-Functional Collaboration:
- Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
- Provide feedback loops from customers to inform product improvements
- Support go-to-market initiatives and product launches from a customer experience standpoint
7. Process Improvement & Automation
- Identify inefficiencies in customer service workflows and implement scalable solutions
- Drive adoption of automation tools (chatbots, help centers, self-service flows)
- Optimize support costs while maintaining service quality
Compliance & Quality Assurance:
- Ensure adherence to regulatory requirements and internal policies
- Implement quality assurance frameworks to monitor and improve service delivery
- Maintain data privacy and security standards in all customer interactions
Key Performance Indicators
Performance Area Performance Indicator
Customer Retention & Growth:
- Customer retention rate (% of active users retained monthly)
- Churn rate (% of users inactive over a defined period
- Customer Lifetime Value (CLV) growth
Customer Satisfaction & Experience:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
Service Delivery & Operational Efficiency:
- Average First Response Time (FRT)
- Average Resolution Time (ART)
- SLA adherence rate (% of tickets resolved within SLA)
- Cost per support interaction
Team Performance & Capability Development:
- Team productivity (tickets per agent, quality scores)
- Quality Assurance (QA) scores on interactions
- Staff attrition rate
- Training completion and performance improvement rates
Process Improvement & Automation:
- % of inquiries resolved via self-service (help center, chatbot)
- Reduction in ticket volume due to automation
Job Specifications
Academic Qualifications:
- Minimum of Bachelor’s Degree
Professional Qualifications:
- Relevant Software’s qualification or training.
- 5+ years of experience in Customer Success/Support, preferably in fintech or financial services
- Proven experience leading teams and managing performance
- Strong understanding of customer lifecycle management and retention strategies
- Data-driven mindset with experience using CRM and analytics tools
- Excellent communication, problem-solving, and stakeholder management skills
- Manages and work with direct reports
Skills & Competencies:
The competence proficiency levels required for the position of Team lead customer success are defined using the following key terms:
- Customer Lifecycle Management (Onboarding, Retention and Expansion) – Mastery
- Customer Support Operations (Ticketing, SLAs, Escalations) – Skill
- Data Analytics & Customer Insights – Mastery
- Team Leadership & People Management – Mastery
- Customer Communication & Relationship Management – Mastery
- Process Design & Optimization – Mastery
- Cross-Functional Collaboration (Product, Growth, Risk, Ops) – Mastery
- Product Knowledge (Payments, Loans, Savings, etc.) – Skill
- Regulatory & Compliance Awareness (Fintech Context) – Skill
- Customer Retention & Growth Strategy - Mastery
Definition of competence levels is in Appendix 1
APPENDIX 1
- A good understanding of what is involved in an area of expertise and its relevance to the business.
- Ability to describe the main elements of the area of expertise and their importance to the business; and
- Ability to recognize how and where competences in expertise are relevant to their own job.
- Ability to interpret and evaluate information and advice from experts in an area of Expertise. o Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise.
- Ability to hold an informed debate with experts in the Area of Expertise; and o Ability to ask questions that test the viability of proposals in an Area of Expertise.
- Ability to consistently carry out the activities of an area of Expertise to the required standard.
- Ability to perform satisfactorily majority of activities of the Area of Expertise.
- Ability to translate guidelines and standards for the Area of Expertise into practical actions.
- Ability to solve imaginatively common technical /operational problems in the Area of Expertise, and
- Ability to guide and advise others in operational /technical aspects of the Area of Expertise.
- Ability to diagnose and resolve significant, unusual problems and to successfully adapt aspects of an Area of Expertise.
- Ability to creatively solve significant, complex, non-routine problems in the Area of Expertise. o Ability to adapt practices from other markets or countries for use in the Area of Expertise; and
- Ability to generate substantial improvements to local practices and procedures for the Area of Expertise.
Application Closing Date: 27th October, 2026.
Method of Application
Interested and qualified candidates should send their CV to: career@zojatech.com using the Job Position as the subject of the email.
2.) Finance Officer (Male)
Job Location: Lagos
Employment Type: Full-time
Department/Unit: Finance
Reports to: Finance Manager
Direct Reports: N/A
- To provide support in bookkeeping, capturing of accounting transactions, bank reconciliation and reporting on financial transactions.
- Prepares records for remittance of statutory deductions such as: Value Added Tax (VAT), Withholding Tax (WHT), Capital Gain Tax and staff related statutory payments i.e. PAYE, Pension, NHF, etc.
Other Internal Relationships:
- All Staff
- Regulatory Authorities
- Financial Institutions
- External Auditors
- Suppliers or Vendors
Key Accountabilities / Responsibilities
- Updates account payable and receivable ledgers for all purchases, including payments to vendors for products or services.
- Receives invoice and requisition for goods and services and also process payments accordingly.
- Prepares and update prepayments, accruals and provisions schedules and ledger.
- Prepares weekly report for payment transactions.
- Prepares periodic or monthly reconciliation of all accounts to ensure accuracy and completeness.
- Relates effectively with the organisation’s financial service providers.
- Documents and update records of all fixed assets to ensure assets are properly valued, accounted for and safeguarded.
- Reviews records for remittance of staff related statutory payments i.e. PAYE, Pension, NHF, etc.
- Prepares monthly account and compute appropriate taxes; VAT and WHT schedules.
- Processes expense retirement ledgers to ensure proper accountability of all cash advances.
- Assists in the generation of financial reports as required by management.
- Handles all aspects of assigned bookkeeping activities such as journals and nominal ledger administration by updating the accounting application with transactions as they occur.
- Implements accounting controls in day-to-day performance of tasks (e.g. confirm the accuracy of general ledger codes on the accounting system).
- Documents and updates records of all assets to ensure proper valuation and security.
- Collates and consolidates financial information from all business units and prepares trial balances.
- Performs other duties that may be assigned by the Accountant.
Requirements
Educational Qualification:
- Minimum of First Degree in Finance/ Accounting/ Business Administration/ Economics or any related discipline is required.
Professional Qualification:
- Relevant professional certification from the Institute of Chartered Accountants of Nigeria (ICAN), Association of Certified and Chartered Accountants (ACCA) is required.
- Minimum of four (4) years cognate experience in the IT industry or a similar organization.
- Sound knowledge of GAAP.
- Financial management, accounting, analysis
- Management Accounting
- Accounting systems and standards
- Knowledge of financial policies and procedures
- Financial reporting and budgeting
- Knowledge of ERP Accounting application
- Account reconciliation
- Leadership
- Problem solving and analytical skills
- Team development
- Interpersonal
- Attention to detail
- Communication (written & verbal).
- A good understanding of what is involved in an area of expertise and its relevance to the business.
- Ability to describe the main elements of the area of expertise and their importance to the business; and
- Ability to recognize how and where competences in expertise are relevant to their own job.
- Ability to interpret and evaluate information and advice from experts in an area of Expertise.
- Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise.
- Ability to hold an informed debate with experts in the Area of Expertise; and
- Ability to ask questions that test the viability of proposals in an Area of Expertise.
Application Closing Date: 27th October, 2026.
Method of Application
Interested and qualified candidates should send their CV to: careers@ithorizonsgroup.com using the Job Position as the subject of the email.
3.) Female Senior Growth & Partnership Manager
Job Location: Lagos
Employment Type: Full-time
- The Senior Growth Manager will be responsible for driving user acquisition, engagement, and revenue growth for our B2B product.
- This person will lead the development and execution of growth strategies across the entire customer journey, from acquisition to retention and loyalty.
Key Roles & Responsibilities
- Drive user acquisition, revenue, and adoption of our products through the execution a comprehensive growth strategy
- Draft and pitch our products to prospective organizations.
- Setting goals and developing plans for business and revenue growth.
- Market penetration, drive, and management of existing / potential users/agents.
- Foster and develop relationships with customers/clients.
- Planning regional/territory Sales Strategy, Consistent Target Delivery and Achievements.
- Development of the Team to meet & exceed Business metrics in the regions.
- Resolving critical sales/operational issue(s) that are beyond Business development officer.
- Work closely with the head of Growth to identify, prioritize, and execute growth opportunities.
- Continuous set up of new user acquisition campaigns and activations at cluster/market locations.
- Responsible for coordinating the activities and performance of Brand Ambassadors.
- Analyze user data and customer feedback to identify patterns, trends, and opportunities for growth.
- Create and manage a growth dashboard to track key metrics and communicate progress to the leadership team.
- Stay up to date with the latest growth tactics and best practices in the industry.
- Develop and execute strategies to scale the company’s product by gaining adequate market share and industry leadership.
Requirements
Academic Qualifications:
- Bachelor's degree in business, marketing, or a related field.
- Core strength and verifiable experience in scaling startups
- Strong analytical skills and experience using data to drive decision-making.
- Strong project management and team management skills.
- Experience with A/B testing and experimentation.
- Strong understanding of customer acquisition and retention strategies.
- Experience in the Fintech industry is a plus.
- Strong interpersonal and communication skills.
Professional Qualifications:
- Relevant professional certifications.
- At least 5+ years of experience working in a Growth and Strategy capacity delivering success in a Payment Solutions firm, top FINTECH, and financial institutions.
- Must have experience spearheading Growth Marketing for a Digital Payment Product or Application
- Good analytical skills.
- Proficient in Microsoft tools.
Skills & Competencies:
The competence proficiency levels required for the position of Senior Growth & Partnership Manager are defined using the following key terms:
- Analytical thinking – Mastery
- Presentation Skills - Mastery
- Interpersonal skills - Mastery
- Communication – Mastery
- Business Skill - Mastery
- Functional Technical Leadership – Mastery
- Credibility - Mastery
- Adaptability- Skill
- Teamwork – Mastery
- Self-Motivation - Mastery
Definition of competence levels is in Appendix 1
- APPENDIX 1
- 1.
- Awareness
- A good understanding of what is involved in an area of expertise and its relevance to the business.
- Ability to describe the main elements of the area of expertise and their importance to the business; and
- Ability to recognize how and where competences in expertise are relevant to their own job.
- 2
- Knowledge
- Ability to interpret and evaluate information and advice from experts in an area of Expertise.
- Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise.
- Ability to hold an informed debate with experts in the Area of Expertise; and
- Ability to ask questions that test the viability of proposals in an Area of Expertise.
- 3.
- Skill
- Ability to consistently carry out the activities of an area of Expertise to the required standard.
- Ability to perform satisfactorily majority of activities of the Area of Expertise.
- Ability to translate guidelines and standards for the Area of Expertise into practical actions.
- Ability to solve imaginatively common technical /operational problems in the Area of Expertise, and
- Ability to guide and advise others in operational /technical aspects of the Area of Expertise.
- 4.
- Mastery
- Ability to diagnose and resolve significant, unusual problems and to successfully adapt aspects of an Area of Expertise.
- Ability to creatively solve significant, complex, non-routine problems in the Area of Expertise.
- Ability to adapt practices from other markets or countries for use in the Area of Expertise; and
- Ability to generate substantial improvements to local practices and procedures for the Area of Expertise.
Application Closing Date: 9th November, 2026.
Method of Application
Interested and qualified candidates should send their CV to: career@zojatech.com using the Job Position as the subject of the email.