Customer Support Lead at Sage Grey Technologies Limited

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:  [email protected] using the position as the subject of the email.