As a Customer Support Manager at Ozow, your primary responsibility will be to lead and manage the day-to-day operations of the Customer Support department to deliver exceptional service to our customers. You will play a crucial role for ensuring that customer operations is constantly evolving in order to meet the changing needs of our all our customers. This will include driving a high-performance culture that delivers excellence every day, while creating a space for team members to grow and develop.
- Minimum Qualification: Degree
- Experience Level: Entry level
- Experience Length: 2 years
- Oversee and manage the support team's day-to-day operations. This includes setting and tracking goals, developing and implementing procedures, and ensuring that the team is meeting the needs of customers.
- Develop and implement strategies to improve the efficiency and effectiveness of the support team. This may involve identifying and eliminating bottlenecks, streamlining workflows, and cross-training team members.
- Analyse customer support data to identify trends and areas for improvement. This information can be used to develop new training programs, improve support documentation, and make changes to the company's products and services.
- Work with other departments, such as product, tech, commercial etc, to resolve complex customer issues. This may involve investigating root causes of problems, developing solutions, and testing fixes.
- Work with internal customer operations departments to ensure we deliver Excellence. This includes the Service Leads within the Customer Operations team and any other support roles within the team.
- Ensure that the support team is compliant with all applicable laws and regulations. This may involve developing and implementing compliance policies and procedures, as well as training team members on compliance requirements.
- Manage the support team's budget and resources. This includes forecasting staffing needs, ordering supplies, and tracking expenses.
- Hire, train, and supervise support team members. This includes developing performance reviews, providing coaching and development opportunities, and managing disciplinary issues.
- Oversee the 24/7 operations of the Ozow Support department : This will be achieved with the support of a Leadership team, including the Technical Support and Live Support Team Leaders.
- Experience: Minimum of 2 - 3 years of experience in customer support leadership or related roles in payments, with a proven track record of providing exceptional customer service and resolving customer issues effectively.
- Qualification: A bachelor’s degree in a related field of study.
- Conflict resolution: The ability to identify and address conflict in a manner that addresses the concerns and creates an environment where people are held accountable, but supported during challenging times.
- Product and Process Knowledge: Ability to quickly grasp complex product features and support processes, and effectively communicate them to trainees. Familiarity with CRM systems, ticketing tools, and other customer support software is desirable.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely. Comfortable delivering training sessions to groups of varying sizes and backgrounds.
- Coaching and Feedback: Proven ability to provide constructive feedback, mentorship, and coaching to support representatives to help them improve their performance.
- Adaptability: Thrive in a fast-paced, rapidly evolving environment. Ability to adapt training programs and materials to meet changing business needs and priorities.
- Organizational Skills: Strong organizational and time management skills to effectively prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Collaborative Team Player: Ability to work collaboratively with cross-functional teams, including customer support managers, trainers, and subject matter experts.
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