Support Group Lead (Fintech)

TL;DR

Support Group Lead (Fintech): Managing and leading a team of customer support representatives to ensure excellent customer service and efficient issue resolution with an accent on implementing customer support processes, monitoring team performance, and reporting on support statistics. Focus on delivering performance evaluations, improving call quality, and enhancing customer satisfaction in a fast-growing fintech environment.

Location: Bamako, Mali. Work authorization in Mali is required.

Company

hirify.global is a fast-growing financial services startup aiming to make Africa the first cashless continent by building instantly available, no-fee services.

What you will do

• Manage the customer support team's day-to-day functions.
• Respond to and escalate customer support issues.
• Implement and revise customer support processes and policies to enhance customer satisfaction.
• Inform the team about new information regarding products, procedures, and trends.
• Assess support statistics and prepare detailed reports on findings.
• Conduct monthly 1-on-1s and performance evaluations, focusing on improving call quality.

Requirements

• Fluency in French & Bambara.
• Intermediary level in 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 Mali is required.

Nice to have

• Tenacity and willingness to work flexible hours, including weekends if necessary.
• Strategic thinking, leadership skills, and comfort with over-communication.
• Client-oriented with strong interpersonal skills and diplomacy.
• Excessively detail-oriented with a drive for excellence.
• Familiarity with data analysis and significant experience managing a large support team.

Culture & Benefits

• Competitive salaries calculated using a transparent formula.
• Generous health insurance for yourself and your dependents.
• Extensive parental leave policies (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Subsidized gym memberships and fitness classes.
• Airtime reimbursement, free food, and a beautiful office space.
• Autonomy for employees to own projects, working towards the mission of affordable financial services.