Head of customer success

A Reputable Company

Job Summary

He/She will have full ownership of the company’s customer support strategy, ensuring this vital stage in the customer journey delivers exceptional experiences to our rapidly growing customer base

  • Minimum Qualification: Degree
  • Experience Level: Management level
  • Experience Length: 5 years

Job Description

A Reputable Company seeks the services of a Head of Customer Success

 

Job Title: Head of Customer Success


Job Location: Accra, Greater Accra

 

Job Description

  • Responsible for creating and implementing a customer success strategy
  • Set overall direction of customer success operations, including full accountability for setting and achieving operational goals and strategic planning
  • Lead, motivate, and develop a team of Customer Success Advocates within a time-sensitive and demanding environment and deliver on KPIs
  • Integrate the efforts of teams across multiple locations and languages to deliver industry-leading customer support
  • Take a data-driven view to customer success; continually measure and improve results by looking at impact of actions on efficiency of support and overall customer experience
  • Identify root causes and implement changes to improve accuracy, productivity, and quality of the team’s performance
  • Excel in a self-managed, team environment, working pragmatically across geographies and with teams of different disciplines
  • Act as our customer expert and key point of contact for both internal stakeholders and external customer support teams

 

Qualification and Requirements

  • A minimum of a degree is required
  • Ability more important than experience, but candidates need proven experience of developing and implementing customer success strategy
  • Team management experience of 5+ agents responsible for multiple geographies
  • Proficient knowledge of customer service tools, e.g. Zendesk, Livechat etc
  • Managed multiple customer service channels, e.g. email, social media, in-app chat, phone
  • Comfortable analyzing data, drawing out insights and collating into reports
  • A commitment to continuous improvement and reducing customer contact volumes
  • Track record of coaching & mentoring individuals to deliver a culture of self-development
  • Needs to be determined and ambitious, with a desire to lead their industry in what they do
  • Must be excited and motivated, rather than daunted, by the prospect of building something from the ground up in a start-up environment
  • Must have a track record of delivering far higher than average results in their career so far
  • Experience working in the gambling industry, with bitcoin or directly with engineers to develop digital marketing products considered valuable
  • Must have the ability to communicate at all levels of the organization, both verbally and written, in English

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