Support Group Lead
Skills
About the Role
You will manage the day-to-day functions of a customer support team, set goals, monitor performance and ensure issues are resolved promptly. You will respond to and escalate complex cases, implement and revise support processes and policies, prepare reports from support metrics, run monthly 1-on-1s and performance evaluations, listen to calls to improve quality, and communicate changes in products and procedures to your team.
Requirements
- Fluency in French
- Fluency in Bambara
- Intermediary 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 Mali
Responsibilities
- Manage the customer support day-to-day functions of the team
- Set goals and targets for the team
- Monitor team performance
- 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 the disciplinary process
- Conduct monthly 1-on-1s with assigned support representatives
- Assess support representatives monthly
- Listen to phone calls and improve quality
- Report relevant information to support team leads to ensure service effectiveness
Benefits
- Generous health insurance for you and your dependents
- Generous parental leave (26 weeks for mothers and 4 weeks for fathers)
- Subsidized childcare upon return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space provided