Support Group Lead
Skills
About the Role
You will manage and lead a team of customer support representatives, overseeing day-to-day support operations and ensuring customers receive timely, high-quality assistance. You will respond to and escalate complex issues, implement and refine support processes and policies, communicate product and procedure updates to the team, analyze support metrics and prepare detailed reports, conduct performance evaluations and follow disciplinary procedures, hold monthly 1-on-1s with assigned representatives, monitor calls to improve quality, and report relevant information to support team leads.
Requirements
- Fluency in French and English
- 2+ years of experience as a Customer Service Manager or equivalent
- University degree or relevant experience in customer service
- Work authorization in Senegal
Responsibilities
- Manage day-to-day customer support operations
- Respond to and escalate customer support issues
- Implement customer support processes to enhance satisfaction
- Formulate and revise customer support policies and promote implementation
- Inform the team of new product, procedure, and trend information
- Assess support statistics and prepare detailed reports
- Deliver performance evaluations and follow disciplinary procedures
- Hold monthly one-on-one meetings with assigned representatives
- Report relevant information to support team leads
- Monitor calls and improve quality
Benefits
- Generous health insurance for employee and dependents
- Parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office workspace