Customer Support Team Lead

Lead Wave's customer support team by organizing work, managing schedules and performance reviews, handling escalations, preparing reports, coordinating training, improving customer experience with product teams, supporting hiring, achieving OKRs, and reporting bugs to engineers.

Responsibilities

• Ensure the smooth functioning of customer support services
• Manage and coordinate support team representatives and support team group leads
• Build user loyalty by being the voice of the company when users call for support
• Manage the support team schedule and carry out performance reviews
• Provide training and refresher courses for the support team
• Assess and communicate human resources and material needs for support activities
• Work with product teams to improve customer experience, tools, and processes
• Prepare periodic reports on support activity
• Participate in and lead interview processes for new hires
• Ensure OKRs are achieved and processes are respected
• Ensure quality service for all users
• Report detected bugs to engineers

Requirements

• Seven years plus experience in customer service or call center operations with at least 4 years of experience leading a team
• Bachelor's degree or above in Communications, Business administration, or a related field
• Strong proficiency in French and English
• Experience working at an international company
• Work authorization in Senegal
• Proven experience managing a service and support-focused team culture
• In-depth knowledge of performance metrics
• Excellent oral and written communication
• Ability to multitask efficiently under time pressure
• Ability to work with cutting-edge technology and assimilate information rapidly
• Good organizational and time-management skills
• Ability to adjust quickly to changing priorities and cope effectively with complexity and change

Benefits

• Generous health insurance for yourself and your dependents
• 26 weeks of parental leave for mothers and 4 weeks for fathers
• Subsidized child care
• Airtime reimbursement
• Free food