Support Group Lead (Customer Support)

Support Group Lead

Company

Wave Mobile Money Inc.

Conditions

5 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will lead day-to-day customer support operations, set targets, monitor performance, resolve and escalate customer issues, implement support processes and policies, communicate product updates, analyze support statistics, conduct evaluations and one-to-ones, and improve call quality.

Requirements

• English and local-language fluency
• At least one year of customer support representative experience
• One year of customer service manager experience
• Ability to work flexible hours

Responsibilities

• Manage daily customer-support operations
• Respond to and escalate customer-support issues
• Implement support processes to improve customer satisfaction
• Develop and revise support policies
• Communicate product, procedure, and trend updates
• Analyze support statistics and prepare reports
• Deliver performance evaluations and follow disciplinary processes
• Conduct monthly one-to-ones with support representatives
• Report relevant information to support team leads
• Assess support representatives monthly
• Review phone calls and improve quality

Benefits

• Health insurance for employees and dependents
• 26 weeks of maternity leave and 4 weeks of paternity leave
• Subsidized child care
• Subsidized gym memberships and fitness classes
• Airtime reimbursement
• Free food
• Office space

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