Support Group Lead

How you'll help us achieve it

As Support Group lead, you will manage and lead a team of customer support representatives. You will set goals and targets for your team, monitor team performance, and ensure that the team provides excellent customer service and addresses customer issues promptly and efficiently. 

In this role, you'll: 

• Manage the customer support day-to-day functions of your team.
• Respond and escalate customer support issues.
• Implement customer support processes to enhance customer satisfaction.
• Formulate and revise customer support policies and promote their implementation.
• Inform the team of all new information related to products, procedures, and trends.
• Assess support statistics and prepare detailed reports on the findings.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Have 1-on-1s every month with the customer support representatives assigned to you.
• Report relevant information to the support team leads for the excellent functioning of the service.
• Assess Support representatives monthly.
• Listen to phone calls and improve quality.

Key details

• Location: Senegal.
• Work authorization in Senegal is required.
• This is a permanent position.
• Our salaries are competitive and calculated using a transparent formula.
• We run Performance Reviews twice a year and give bonuses or promotions to exceptional performers who have been at the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work.
• We help you live your fullest life now! We subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• Fluency in French and English.
• At least a year of experience as a Customer Service Manager or equivalent.
• Bachelor's degree.

You might be a good fit if you

• Show determination and flexibility, willing to go above and beyond, even working flexible hours.
• Think strategically and can lead effectively.
• Value clear communication and proactive coordination.
• Pay meticulous attention to detail and strive for excellence.
• Prioritize client satisfaction and excel in interpersonal communication.
• Possess diplomacy and adept communication skills.
• Embrace teamwork and collaboration.
• Are available daily, including week-ends if needed.
• Bring significant experience in managing large support teams.