View Jobs at Sabi Job |
Full Time |
Lagos |
Posted 9 months ago |
We are recruiting to fill the position below:
Job Title: Head, User Support (Customer Service)
Locations: Lagos
Employment Type: Full-time
Job Purpose
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- The Head, User Support would oversee our day-to-day user support operations, ensuring timely and effective resolution of user inquiries and issues.
- You will lead our user support initiatives, manage user support teams, enhance the overall user experience and create innovative ways to drive sales in the team.
Job Responsibilities
- Drive user satisfaction initiatives.
- Design an efficient organizational structure that can cater to the needs of every user.
- Develop and implement a comprehensive user support strategy aligned with organizational goals.
- Create and develop processes to ensure retention is met
- Define the experience of the user at very touch point
- Create multi language system in the team to manage the users with different languages
- Oversee all aspects of user support operations, ensuring timely and effective resolution of user inquiries and issues with a response time of less than 1 minute, and satisfaction score
- Provide visionary leadership to the user support team, fostering a culture of excellence and continuous improvement.
- Formulate and revise User support policies and promote their implementation.
- Implement performance metrics to track and measure the success of user support initiatives.
- Identify opportunities for process improvement in user support operations.
- Create innovative ways to drive sales in the team.
- Implement quality assurance processes to ensure the accuracy and effectiveness of user support interactions
- Conduct regular performance reviews, offer constructive feedback, and foster a collaborative and motivated work environment.
Special Skills and Qualifications
- Bachelor’s Degree in a related field.
- 8-10 years of proven extensive experience in Customer Service user support management or a related role.
- Prior experience managing a large customer base of thousands of users.
- Strong understanding of customer service dynamics and tools.
- Great understanding of customer service KPI’s
- Forward-thinking and process driven individual with a vision for creating innovative processes.
- Goal-driven with a commitment to achieving tangible advancements in user satisfaction metrics.
- Adaptable and comfortable operating in a fast-paced environment.
Candidate Specification:
- Motivated by the mission of Sabi
- Pragmatic with quantitative and analytical ability and attention to detail
- Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
- High level of integrity and dependability with a strong sense of urgency.
- A focus on execution. Willing and able to get hands dirty.
- Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself.
Application Closing Date
Not Specified.
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Job Features
Job Category | Head, User Support |
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