Support Group Lead
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 refine support processes and policies, and communicate product and procedure updates to your team. You will assess support metrics, prepare reports, conduct performance evaluations, hold monthly one-on-ones, monitor calls, and act to improve service quality.
Requirements
- Fluency in French
- Intermediate 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 day-to-day customer support operations
- Respond to and escalate customer support issues
- Implement customer support processes to improve customer satisfaction
- Formulate and revise customer support policies and enforce implementation
- Communicate product, procedure and trend updates to the team
- Assess support metrics and prepare detailed reports
- Conduct performance evaluations and manage disciplinary processes
- Hold monthly one-on-one meetings with assigned support representatives
- Assess support representatives monthly
- Monitor calls and improve service quality
- Report relevant information to support team leads
Benefits
- Generous health insurance for employees and dependents
- 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 and on-site office amenities