Support Group Lead
About the Role
You will manage and lead a team of customer support representatives. You will run day-to-day support functions, respond to and escalate customer issues, implement and improve support processes, formulate and promote policy implementation, inform the team of product and procedure updates, assess support statistics and produce reports, deliver performance evaluations and follow disciplinary processes, conduct monthly one-on-ones, listen to calls and drive quality improvements, and report relevant information to support team leads.
Requirements
- Fluency in French
- Fluency in Mooré
- 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 Burkina Faso
- Availability to work flexible hours and weekends if necessary
- Significant experience managing a large team of support representatives
- Good understanding of customer service processes
- Familiarity with data analysis
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 product, procedure, and trend updates
- Assess support statistics and prepare detailed reports
- Deliver performance evaluations and follow disciplinary processes
- Conduct monthly one-on-ones with assigned 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 upon return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Beautiful office space