Scaling Customer Support Without Losing Quality
Managing WhatsApp, email, calls, and social media requests as your business grows.
- Friday, March 13th, 2026
- 11:00 AM WAT
- Live webinar via Zoom
The event speakers are:
Oluwatobiloba Awotoro
Merchant Support Manager,
Topship Africa
About Oluwatobiloba
Oluwatobiloba Awotoro is a Customer Experience Specialist with over five years of experience helping businesses build strong customer relationships through thoughtful support, strategic problem-solving, and operational excellence. Her career spans fintech and HR tech, including roles at SeamlessHR and ALAT by Wema Bank, where she led customer support and success initiatives, strengthened retention strategies, and improved customer satisfaction.
She currently serves as Merchant Support Manager at Topship Africa, driving process improvements, enhancing logistics operations, and elevating client experience. Beyond customer experience, she has a strong interest in sustainable development and is passionate about creating solutions that deliver long-term value for businesses and communities. Known for her calm, strategic approach and strong communication skills, she brings both empathy and excellence to every project she supports.
John-Kent Adebayo
Head of Product,
Notch Software Limited
About John-Kent
John Kent-Adebayo is a Product Executive and Growth Strategist with over a decade of experience leading technology and community-driven innovation across Africa.
He is the Head of Product at Notch Software Limited, where he drives strategy and execution across the company’s enterprise SaaS products, helping businesses build scalable systems that support growth without compromising operational efficiency or customer experience.
Beyond his corporate role, John is the Founder of All Product, Team Lead for Friends of Figma Abeokuta, and Founder of the Ogun Tech Community. He has mentored hundreds of tech professionals and regularly speaks on product strategy, growth systems, and digital transformation.
He believes sustainable growth happens when structure meets vision.
The Support Problem Fast-Growing Nigerian Businesses Keep Running Into
Your business is growing. More orders, more inquiries, more customers reaching out across WhatsApp, email, phone calls, and social media all at the same time.
That’s a good problem to have, until your team starts missing messages, response times stretch from minutes to hours, and customers who were once loyal begin to quietly take their business elsewhere.
The issue usually isn’t effort. Your team is working hard. The issue is that your support operations were built for a smaller business, and the structure hasn’t caught up with the growth. When that gap widens, service quality takes the hit and customers notice before you do.
This session is for businesses that are ready to fix that before it becomes a bigger problem.
What You'll Learn
We’ll spend an hour going deep on the operational side of customer support, covering:
- How to bring all your customer conversations, whether they come in through WhatsApp, email, calls, or social media, into one place your team can actually manage
- The real reasons response times slow down as businesses grow and what you can do structurally to stop it from happening
- How ticketing systems, clear ownership, and defined workflows keep requests from slipping through the cracks as your team and volume both increase
- What it actually takes to maintain service quality when the number of daily customer interactions doubles or triples
- How to give your support managers and operations leads the visibility they need to make good decisions and catch problems early
This is not a theoretical discussion. The focus is on practical systems that work for Nigerian businesses operating at speed.
Why This Conversation Is Worth an Hour of Your Time
Support quality erodes slowly, from a message that didn’t get a reply to the complaint that got lost between two platforms and a customer who asked a question three days ago and still hasn’t heard back.
By the time these patterns show up in your reviews or your churn numbers, they’ve usually been going on for a while.
For fast-growing Nigerian businesses, getting support operations right isn’t a back-office concern. It directly affects revenue, retention, and how customers talk about you to other people. The businesses that scale well are the ones that build the right structure early, not after things have already broken down.
If you’re managing a team that handles customer requests at volume, this is the session to be at.
Who Should Attend
- Customer Support Managers and CX teams dealing with high and growing request volumes across multiple platforms
- Operations Leads who are building or refining the systems and workflows their support teams run on
- Founders and business owners who are watching service quality closely as their companies scale
- Sales Managers whose ability to close and retain depends on how well the support function holds up
If any of that sounds like your day-to-day, you’ll find this session genuinely useful.
NotchCRM Is Built for Businesses at This Stage
Growing businesses need support infrastructure that can keep up with them. NotchCRM helps customer-facing teams centralise their conversations, structure their workflows, and get clear visibility into how support is actually performing across every channel.
This webinar is part of how we show up for Nigerian businesses, not just with software, but with the kind of conversation that helps teams make better decisions.
Save Your Spot
If your customer support operations are feeling the strain of growth, this is the right time to have this conversation. Register below and come ready to learn something you can act on.
Register For The Webinar Here
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