Director: Customer Engagement

2 weeks ago

Cape Town, Western Cape, South Africa Clickatell Full time
Who We Are

Clickatell is a digital commerce leader. We enable brands to connect, interact, and transact with their customers inside of the chat platforms they already use.


For over 20 years, we have built a global culture rooted in our 4 core values - Curious, Creative, Collaborative, Champion.

While every company has them, few truly live by them, and use them as guideposts for how we run our company.

It's something you can feel in your everyday interactions with fellow employees.

About this role:
Director of Customer Engagement who will join our Technology Operaitons team in our Cape Town office.

Under the direction of SVP:
CISO & Technology Operations, you will lead, direct, expand, and mature our cutomer engagement and activation functions.

Accountable for vision and build out of a growing team, including setting and holding quality support standards, providing thought and team leadership and delivering the highest levels of customer satisfaction
.


Responsibilities of the Role

  • Lead, develop and continue to grow strategies for Clickatell's 24x7 Support team.
  • Support our growth and initiatives through worldclass customer experience driven by meeting/ exceeding SLAs, customer satisfaction and scores through a datadriven approach.
  • Provide supervision on daytoday operational and technical support and maintain positive relationships with out customers.
  • Improve our support tooling strategy that drives customer experience and team productivity.
  • Collect and analyze customer service performance and delivery data, act appropriately and accordingly regarding responses, and report to the organization.
  • Develop applicable KPI's and dashboards that will allow the organization to measure the level of service our customers are receiving as well as the overall efficiency and effectiveness of the team.
  • Drive ongoing and measurable improvements to the customer experience through the use of metrics.
  • Develop and implement training programs for team members to improve customer satisfaction.
  • Hire, onboard, develop and motivate a highfunctioning hybrid team of customer support managers and customer support agents oriented around the achievement of company and team objectives.
  • Collaborate with internal and external stakeholders to identify opportunities and optimize the customer experience.
  • Coordinate crossfunctional teams to resolve complex customer issues and concerns.
  • Develop and implement strategies to increase customer loyalty by improving customer satisfaction levels and reducing churn rates.
  • Take part in forecasting and budgeting and track the actual performance against budget.
  • Solve key operational needs of team members.
Requirements of the Role

  • BA/BS Degree or equivalent qualification.
  • 10+ years of Customer Support experience, with a minimum of 5 years in a support leadership position.
  • Experience working for a SaaS company.
  • Demonstrated ability to lead technical teams in a highly complex and matrixed organization. Ability to lead through influence, excellence and example is essential to success.
  • Adaptability and ability to manage change
  • Demonstrated understanding of common customer service tools and processes.
  • Ability to prioritize and successfully complete tasks while working under pressure in a fastpaced environment.
  • Ability to coach and develop staff.
Our Values make us Stronger

Being a Clickatell Champion means no 2 days are the same.

You'll have an opportunity to partner with passionate, smart people in a global organization obsessed with building simple, scalable solutions for our customers.

We envision a world where delightful customer experiences are the norm and we're always looking for talented people to join the team and contribute to our mission of revolutionizing customer experiences through innovation and engagement.


Benefits:

  • Medical Aid contribution
  • Pension fund contribution
  • Quarterly performance incentive bonus
  • Risk benefit company contributions
  • Reimbursable communications allowance for internet and mobile phone bills
  • Halfday off on your birthday
  • 5 personal days leave a year, over and above your annual leave
  • Remote working and access to office hubs as required.
  • Home office setup with laptop, monitor and other related items.
Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities.

You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe.

Our platform is for everyone, and so is our workplace.

But it isn't just about a whole lot of different people working together all having their say - it is about us creating a place where we all feel that we belong.

It's in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.

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