Support Group Lead
Skills
About the Role
You will manage and lead a team of customer support representatives, setting goals and monitoring performance. You will respond to and escalate customer issues, implement and revise support processes and policies, prepare reports from support metrics, conduct monthly 1-on-1s and performance evaluations, listen to calls to improve quality, and report relevant information to support team leads.
Requirements
- Fluency in French
- Intermediate level in English
- 2+ years of experience as a Customer Service Manager or equivalent
- 1+ year of experience as a Customer Service Representative
- Bachelor's degree
- Work authorization in Côte d'Ivoire
Responsibilities
- Manage the customer support day-to-day functions of the team
- Respond to 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 new product, procedure, and trend information
- Assess support statistics and prepare detailed reports
- Deliver performance evaluations and follow disciplinary processes
- Hold monthly 1-on-1s with assigned customer support representatives
- Report relevant information to support team leads
- Assess support representatives monthly
- Listen to phone calls and improve quality
Benefits
- Generous health insurance for employee and dependents
- Generous parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space