Customer Operations Team Lead, Rwanda [contract]
Chipper Cash
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Posted:
August 21, 2023
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Onsite
About the position
This role at Chipper Cash is a 12-month, full-time contract position with the potential for conversion to a full-time employee. As a Customer Operations Team Lead, you will be responsible for managing a team of 4 Customer Operations Interns and overseeing day-to-day operations. Your main tasks will include coaching and developing the team, handling complex customer issues, promoting best practices, and ensuring quality service. Additionally, you will communicate with customers through various channels, identify areas for improvement, and collaborate with different teams within the company.
Responsibilities
- Oversee the day-to-day management of a team of 4 Customer Operations Interns
- Conduct weekly 1:1s and performance assessments to coach, mentor, and develop the team
- Act as a point of contact and escalation for more complex customer issues
- Work alongside Product, Engineering, and Compliance teams to resolve customer issues
- Promote best practices and deliver quality service in collaboration with other Customer Operations team leads and the Quality Assurance Manager
- Communicate with customers through various mediums such as calls, social media platforms, email, or in-app live chat
- Ensure accuracy of customer support knowledge base and customer service updates related to service downtime and product information
- Proactively identify patterns in customer frustrations and expectations to improve processes, tools, or product
- Assist the Compliance team in spotting and investigating trends
- Coordinate team schedules to meet service level agreements (SLAs) during operational hours
- Prepare and present periodic performance reports internally within the Operations team and in cross-functional meetings
- Have 2-5 years of experience in a customer service role, preferably in financial services or related field
Requirements
- 2-5 years experience in a customer service role, preferably in financial services or related field
- Ability to manage and mentor a team of interns
- Strong communication skills, both written and verbal
- Knowledge of customer support best practices
- Familiarity with various communication mediums (calls, social media, email, in-app live chat)
- Ability to identify customer frustrations and suggest process/product improvements
- Experience in coordinating team schedules and meeting SLAs
- Proficiency in preparing and presenting performance reports
- Strong problem-solving and analytical skills
- Ability to work collaboratively with cross-functional teams (Product, Engineering, Compliance)
- Familiarity with customer support knowledge base and service downtime updates
Benefits
- 2-5 years experience in a customer service role
- Minimum 1 year of management experience
- Working knowledge and understanding of financial services including mobile money, bank transfers, cross border payments and airtime purchases
- Strong verbal and written Kinyarwanda and English communication skills; French communication skills a bonus
- Open to working some nights and weekends on a rotating basis
- Equal Opportunity Employer
- Consideration of qualified applicants with criminal histories
- Accommodations provided during the interview process