Customer Support Team Lead
You will be the contact point for the support team, leading by example, organizing work, building reports, handling escalations, and helping with ad hoc projects and training. You will manage and coordinate support team representatives and group leads, manage schedules and performance reviews, provide training and refresher courses, work with product teams to improve customer experience, prepare periodic reports, lead interview processes for new hires, ensure OKRs are achieved, and report bugs to engineers.
Responsibilities
- Ensure the smooth functioning of customer support services
- Manage and coordinate support team representatives and support team group leads
- Build user loyalty by being the voice of the company when users call in for support
- Manage the support team schedule and carry out performance reviews
- Provide training and refresher courses for the support team
- Assess and communicate human resources and material needs for support activities
- Work with product teams to improve customer experience, tools, and processes
- Prepare periodic reports on support activity
- Participate in and lead interview processes for new hires
- Ensure OKRs are achieved and processes are respected
- Ensure quality service for all users
- Report detected bugs to engineers
Requirements
- Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team
- Bachelor's degree or above in Communications, Business administration, or a related field
- Strong proficiency in French and English
- Experience working at an international company
- Work authorization in Senegal
Benefits
- Generous health insurance for yourself and your dependents
- 26 weeks of parental leave for mothers and 4 weeks for fathers
- Subsidized child care
- Airtime reimbursement
- Free food