Customer Experience Operations Director

8 hours ago

Abuja, FCT, Nigeria Tespire LLC Full time
Job Overview
    At Tespire LLC, we are seeking a seasoned Customer Experience Operations Director to lead our customer support team. As a key member of our leadership team, you will be responsible for overseeing and managing the day-to-day operations of our customer support function.
    About Us
    Tespire LLC is a dynamic company that values innovation and growth. We are committed to providing exceptional customer experiences that drive loyalty and satisfaction.
    Responsibilities
    
  • Lead and manage a high-performing customer support team, ensuring alignment with Tespire's goals and values.
  • Mentor and coach team members to enhance their skills, productivity, and job satisfaction.
  • Create a collaborative and positive team culture that fosters innovation and growth.
  • Develop and implement scalable customer support processes that can grow with Tespire as a company.
  • Identify and address challenges unique to startups, such as fluctuating demand and resource constraints.
  • Establish clear goals, OKRs, and SOPs to measure and improve performance in a fast-paced environment.
  • Collaborate with cross-functional teams (e.g., Product, Developers, and Product Managers) to align customer feedback with Tespire's business objectives.
  • Act as the voice of the customer, advocating for their needs and ensuring their feedback informs product and service improvements.
  • Manage escalated customer issues, providing swift and satisfactory resolutions.
  • Leverage on CRM tools like Zoho to streamline workflows and improve customer interactions.
  • Develop strategies to enhance the overall customer journey, building loyalty and satisfaction.

    Requirements
    
  • Bachelor's degree in Business, Communication, or a related field (preferred).
  • Must be able to speak Hausa and English fluently.
  • Must have worked with a tech company before.
  • 5+ years in customer support, with at least 2 years in a leadership role.
  • Demonstrated success in a startup or high-growth company with experience in scaling operations.
  • Familiarity with quality assurance practices or a background in QA is a plus.
  • Strong leadership and team-building capabilities.
  • Exceptional communication, problem-solving, and conflict-resolution skills.
  • Hands-on experience with customer support platforms.
  • Analytical mindset with the ability to turn data into actionable insights.

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