Senior Customer Support Operations Manager

1 month ago

Abuja, FCT, Nigeria Tespire LLC Full time
Customer Support Experience Lead at Tespire LLC

We are seeking an experienced Customer Support Experience Lead to oversee and manage our customer support team, ensuring alignment with our goals and values. This is a unique opportunity for a motivated and strategic leader to drive growth, innovation, and excellence in customer support.

Job Description:

Key Responsibilities:

  • Team Management: Oversee and manage the customer support team, ensuring alignment with Tespire's goals and values.
  • Mentorship and Coaching: Mentor and coach team members to enhance their skills, productivity, and job satisfaction.
  • Culture Development: Create a collaborative and positive team culture that fosters innovation and growth.
  • Recruitment and Onboarding: Lead recruitment, onboarding, and training of new team members to scale support operations.
  • Quality Assurance: Encourage the adoption of QA standards to maintain high service consistency and quality.
  • Process Design: Design and implement scalable customer support processes that can grow with Tespire as a company.
  • Challenge Resolution: Identify and address challenges unique to startups, such as fluctuating demand and resource constraints.
  • Performance Measurement: Establish clear goals, OKRs, and SOPs to measure and improve performance in a fast-paced environment.
  • Collaboration: Collaborate with cross-functional teams (e.g., Product, Developers, and Product Managers) to align customer feedback with Tespire's business objectives.
  • Customer Advocacy: Act as the voice of the customer, advocating for their needs and ensuring their feedback informs product and service improvements.
  • Escalated Issues: Manage escalated customer issues, providing swift and satisfactory resolutions.
  • CRM Utilization: Leverage on CRM tools like Zoho to streamline workflows and improve customer interactions.
  • Customer Journey Enhancement: Develop strategies to enhance the overall customer journey, building loyalty and satisfaction.
  • Quality Standards: Adopt QA best practices to ensure customer support processes meet or exceed quality standards.
  • Support Metrics Monitoring: Monitor and analyse support metrics (e.g., response times) to ensure high performance.
  • Continuous Improvement: Identify gaps in current processes and drive continuous improvement initiatives.
  • Team Efficiency Optimization: Implement tools and solutions to optimize team efficiency and customer outcomes.
  • Reporting: Prepare and present reports to leadership, highlighting key trends and actionable insights.

Requirements:

  • Education: Bachelor's degree in Business, Communication, or a related field (preferred).
  • Language Skills: Must be able to speak Hausa and English fluently.
  • Experience: Must have worked with a tech company before.
  • Leadership Experience: 5+ years in customer support, with at least 2 years in a leadership role.
  • Startup Experience: Demonstrated success in a startup or high-growth company with experience in scaling operations.
  • QA Familiarity: Familiarity with quality assurance practices or a background in QA is a plus.
  • Leadership and Team-Building: Strong leadership and team-building capabilities.
  • Communication Skills: Exceptional communication, problem-solving, and conflict-resolution skills.
  • Customer Support Platforms: Hands-on experience with customer support platforms.
  • Analytical Mindset: Analytical mindset with the ability to turn data into actionable insights.
  • QA Methodologies: Ability to integrate QA methodologies into support workflows to enhance service quality.
  • Start-up or Tech Company Experience: Experience with a startup or Tech company.

Location: Abuja

Salary: $60,000 - $80,000 per year, depending on experience.

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