Customer Support Team Lead
Skills
About the Role
You will lead the support team, organize daily work and schedules, handle escalations, and serve as the point of contact for support staff. You will build and deliver training, prepare periodic reports, assess staffing and material needs, work with product teams to improve the customer experience, participate in hiring, ensure OKRs and processes are met, maintain quality of service, and report bugs to engineers.
Requirements
- 7+ years experience in customer service or call center operations
- At least 4 years experience leading a team
- Bachelor's degree or above in Communications, Business Administration, or related field
- Degree in Management or training in team leading is a plus
- Strong proficiency in Wolof and English
- Experience working at an international company
Responsibilities
- Ensure the smooth functioning of customer support services
- Manage and coordinate support team representatives
- Build user loyalty by being the voice of Wave for callers
- Manage team schedules and conduct performance reviews
- Provide training and refresher courses for support staff
- Assess and communicate human resources and material needs
- Work with product teams to improve customer experience, tools, and processes
- Prepare periodic reports on support activity
- Participate in and lead interview processes for new hires
- Ensure OKRs are achieved and processes are respected
- Ensure quality service for all users
- Report bugs detected to engineers
Benefits
- Generous health insurance for the employee and dependents
- 26 weeks parental leave for mothers
- 4 weeks parental leave for fathers
- Subsidized child care upon return to work
- Airtime reimbursement
- Free food
- Beautiful office space