ABOUT HUGO

Hugo is a Future-of-Work company. We build and manage remote teams in West Africa for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and customer support solutions that ultimately yield more inclusive outcomes for our clients and their customers.

As a company, we’re obsessed with excellence. We ask smart questions to build a thorough understanding of our customer's needs; then pour ourselves into delivering not just great work, but also a perfect user experience so that we stand out in what is a very crowded market.

The only commitment greater than the one we have to our customers is the one we have to our people. We are dedicated to carving out a place in the digital economy for young Africans, so we work tirelessly to equip them with the skills needed to build meaningful careers.

As a culture, we’re Silicon Valley meets ECOWAS. We’re youthful, sharp, dynamic, and fresh. We’re Lagos and Dakar, in English et en Français, and we’re on a mission to win for our communities and our clients!

Role Overview

Technical Team leads will own the day-to-day operations of a blended support team embedded with high-growth AI SaaS clients. You will be managing teams of technical and non-technical agents delivering fast, high-quality customer support.

Role Requirement

• Executive communication: You write like a sharp operator. Clear, concise, no filler.

• Technical Project/Product Manager/Team Lead experience

• Technical fluency: Comfortable with frontend/backend SRE TypeScript, React, REST APIs, and web fundamentals. You can read a stack trace, interpret logs, and guide an agent through a reproduction. You don’t need to ship code, but you need to earn technical credibility fast.

• Support operations experience: You’ve managed agents or engineers before. You know what good looks like, and you can QA it consistently.

• Billing and payments familiarity: Stripe experience is a plus. Comfort with subscription flows, refunds, and dispute handling.

• You are calm under pressure with experience working in fast-moving environment, and real escalations. You’re steady, not reactive.
  
  WHAT WE PROVIDE

  Hugo offers a hybrid work environment that balances employee flexibility with a collegial, fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their careers. Our compensation and benefits are highly competitive.

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  PRIVACY STATEMENT

  Any information you submit to Hugo as part of your application will be processed in accordance with Hugo’s Privacy Policy.

  EQUAL OPPORTUNITY STATEMENT

  Diversity, equity and inclusion are part of our DNA. Promoting and, where possible, improving diversity, equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, sex, gender identity, sexual orientation, neurodiversity, disability, or any other legally protected status