Support Group Lead

How you'll help us achieve it

As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently.

In this role, you'll:

Manage the customer support day-to-day functions of your team.

Respond and escalate customer support issues.

Implement customer support processes to enhance customer satisfaction.

Formulate and revise customer support policies and promote their implementation.

Inform the team of all new information related to products, procedures, and trends.

Assess support statistics and prepare detailed reports on the findings.

Delivering performance evaluations and following the disciplinary process according to company policy.

Have 1-on-1s every month with the customer support representatives assigned to you.

Report relevant information to support team leads to ensure the service functions effectively.

Assess Support representatives monthly.

Listen to phone calls and improve quality.

Key details

Location: Kotu, The Gambia

Work authorisation in The Gambia is required.

This is a permanent position.

Our salaries are competitive and calculated using a transparent formula.

We offer generous health insurance for yourself and your dependents.

We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.

We help you live your fullest life now! We subsidize gym memberships and fitness classes.

Airtime reimbursement.

Free food and a beautiful office space.

Requirements

Fluency in English and local languages.

At least one year of experience as a customer support representative (call center, customer service).

One year of experience as a Customer Service Manager.

Ability to work flexible hours.

You might be a good fit if you

Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.

Can think strategically and lead.

Are comfortable defaulting to over-communication and overreaching in coordination.

Are excessively detail-oriented and seek to achieve excellence in everything you do.

Are client-oriented and have strong interpersonal skills.

Are a diplomatic speaker.

Have a teamwork spirit.

Are available every day of the week, including weekends, if necessary.

You have significant experience managing a large team of Support Representatives.