Job Description
Sage Grey Technologies Limited is recruiting to fill the position below:
Job Title: Customer Support Lead
Location: Ibadan, Oyo
Employment Type: Full-time
Job Description
The Customer Support Lead will oversee the daily operations of the customer support team, ensuring prompt and effective resolution of customer inquiries.
This role will be responsible for managing support processes, monitoring key performance indicators (KPIs) and guiding team members through training, coaching and mentoring.
Additionally, the Customer Support Lead will collaborate with cross-functional departments to enhance customer satisfaction and play a pivotal role in driving continuous improvement initiatives, ensuring that support operations are fully aligned with the company’s strategic objectives.
Responsibilities
Customer Support Excellence:
Develop a thorough understanding of the company’s product lines to guide customers through troubleshooting processes.
Acquire a working knowledge of customers’ business environments to deliver tailored support solutions.
Ensure all customer onboarding requirements are strictly followed, fostering smooth transitions for new customers.
Manage the intake and resolution of customer inquiries, ensuring timely, courteous and effective communication with Customer Support agents (CSAs).
Personally manage escalated service requests, resolving complex issues promptly and professionally.
Manage staffing levels, including hiring, training and scheduling to ensure adequate coverage across all service channels.
Operational Efficiency and Process Improvement:
Design and implement processes that ensure a highly efficient and consistent customer service experience.
Regularly evaluate and update operational procedures and documentation to optimize service delivery.
Analyze support workflows and identify areas for improvement to enhance efficiency and the customer experience.
Identify and address recurring patterns of customer service issues, recommending and implementing corrective actions.
Collaborate with other departments to align service delivery with broader business objectives.
Collaborate with the team to implement new tools, processes and technologies to streamline support operations.
Data-Driven Management:
Track and analyze customer service trends, identifying areas for improvement and proactively resolving potential service gaps.
Monitor performance metrics and key performance indicators (KPIs), providing regular reports to senior management.
Develop disaster recovery and business continuity plans (BCP) to maintain uninterrupted customer support operations.
Team Leadership and Development:
Lead, mentor and manage a team of Customer Support agents (CSAs), fostering a high-performance culture.
Ensure team members are trained, equipped and motivated to provide outstanding customer support.
Conduct regular performance evaluations, providing feedback and coaching to improve team effectiveness.
Maintain compliance with industry regulations and company policies within the customer service team.
Cross-Departmental Collaboration:
Work closely with senior management on key initiatives and projects to improve customer satisfaction and service delivery.
Partner with sales, marketing and finance and other stakeholder teams to ensure seamless communication and a cohesive approach to customer service across all business functions.
Reporting:
Prepare and submit weekly activity reports and monthly/quarterly performance summaries based on established KPIs.
Requirements
Proven experience in a customer support leadership role.
Strong understanding of customer service principles, metrics and best practices.
Excellent leadership, coaching and team-building skills.
Ability to manage high-pressure situations and resolve escalated issues effectively.
Proficiency in customer support tools (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
Effective communication, problem-solving and organizational skills.
Ability to work cross-functionally and collaborate with different departments.
Data-driven approach with the ability to analyze and interpret performance metrics.
Qualifications
3-4 years of experience in customer service roles within e-commerce, logistics, fintech, or supply chain sectors.
At least 2 years of demonstrated experience in team management.
Proficiency with e-commerce management tools, customer service software and best practices.
Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to customer service.
Exceptional interpersonal, written and verbal communication skills, with an ability to engage at all levels of the organization.
Ability to thrive in a dynamic, fast-paced environment and meet tight deadlines.
Strategic thinker with strong problem-solving, negotiation and conflict-resolution skills.
Salary
N250,000 – N300,000 / month.
Application Closing Date
3rd December, 2024.
How to Apply
Interested and qualified candidates should send their CV to: yemiraeofficial@gmail.com using the position as the subject of the email.
