Customer Support Team Lead
Skills
About the Role
You will lead by example to ensure the smooth functioning of customer support services. You will organize daily work, manage schedules, and carry out performance reviews. You will provide training and refresher courses, handle escalations, build and deliver periodic reports, assess resource needs, participate in hiring, work with product teams to improve tools and processes, report bugs to engineers, and ensure OKRs and quality service are met.
Requirements
- Seven years plus experience in customer service or call center operations
- At least four years of 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 French and English
- Experience working at an international company
- Work authorization in Côte d’Ivoire
Responsibilities
- Ensure the smooth functioning of customer support services
- Manage and coordinate support representatives and group leads
- Handle escalations and troubleshoot customer issues
- Provide training and refresher courses for support staff
- Manage schedules and carry out performance reviews
- Build and deliver periodic reports on support activity
- Assess human resources and material needs for support operations
- Work with product teams to improve customer experience, tools, and processes
- Participate in interviewing and hiring new support team members
- Ensure OKRs are achieved and processes are followed
- Report bugs detected to engineers
- Ensure quality service for all users
Benefits
- Health insurance for employee and dependents
- Parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized child care
- Gym membership and fitness class subsidy
- Airtime reimbursement
- Free food
- Office space