Support Group Lead

How you'll help us achieve it

We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Support Group Lead to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

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 the support team leads for the excellent functioning of the service.

Assess Support representatives monthly.

Listen to phone calls and improve quality.

Key details

Location: Senegal.

Work authorization in Senegal 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 French and English.

2 + years of experience as a Customer Service Manager or equivalent.

Bachelor's degree in Business Administration, Communication, or a related discipline.

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 when it comes to 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.