Product Support Service Lead Cape Town

2 days ago

Cape Town, Western Cape, South Africa Tbwa ChiatDay Inc Full time

We are seeking a highly motivated and experienced Product Support Service Lead to join our dynamic Customer Operations team. In this critical role, you will be responsible for ensuring seamless product support for our customers. You will play a pivotal role in training and empowering our support team with the latest product knowledge, enabling them to provide exceptional customer service.

Key Responsibilities:

Product Knowledge Management:
  • Stay up-to-date with the latest product features, functionalities, and updates.
  • Develop and maintain comprehensive product knowledge documentation, including FAQs, user guides, and troubleshooting tips.
  • Conduct regular knowledge assessments to evaluate the support team's understanding of products.
  • Identify knowledge gaps and develop targeted training programs to address them.
Product Training and Development:
  • Design and deliver effective product training programs for new and existing support team members.
  • Develop engaging training materials, such as presentations, videos, and interactive exercises.
  • Conduct regular training sessions to ensure consistent knowledge levels across the team.
  • Provide ongoing coaching and mentoring to support team members.
Support Team Enablement:
  • Collaborate with the product development team to understand new product releases and their impact on customer support.
  • Communicate new product information and updates to the support team in a timely and effective manner.
  • Provide guidance and support to the support team in handling complex customer inquiries.
  • Monitor and analyze customer support metrics to identify trends and opportunities for improvement.
Knowledge Base Management:
  • Maintain an up-to-date knowledge base, including SOPs, troubleshooting guides, and best practices.
  • Ensure that the knowledge base is easily accessible and searchable by the support team.
  • Regularly review and update the knowledge base to reflect changes in products and processes.
Internal Data Requests and Analysis:
  • Assist internal teams in retrieving and analyzing data from various sources, including Databricks.
  • Write and maintain scripts to automate data extraction and processing tasks.
  • Collaborate with data engineers to optimize data pipelines and improve query performance.
  • Provide insights and recommendations based on data analysis to support decision-making.

Qualifications and Skills:

  • Proven experience in a customer support or technical support role.
  • Strong understanding of product lifecycle management.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Strong organizational and time management skills.
  • Ability to analyze complex problems and develop effective solutions.
  • Experience with knowledge management tools and systems.
  • Strong attention to detail.
  • Ability to work independently and as part of a team.
  • Technical Skills – Not essential but highly advantageous
  • Proficiency in SQL or Python programming languages.
  • Experience with data analysis and visualization tools (e.g., Power BI, Tableau).
  • Familiarity with cloud-based data platforms (e.g., Databricks, AWS, Azure).

In office perks

  • Healthy breakfast, lunches and snacks (Cape Town)
  • Healthy lunches and snacks (Johannesburg)
  • Monthly socials (Cape Town and Johannesburg)
  • On-site Barista (Cape Town and Johannesburg)
  • Ozow Library (Cape Town)

Perks for South African based employees

  • Medical aid subsidy (permanent staff)
  • Group Risk Insurance (permanent staff)
  • Generous paid annual leave
  • Learning and Development opportunities
  • Quarterly team building
  • Community initiatives
  • Employee gifting
  • Access to cutting edge technology

Compliance

As a fintech company, we prioritize data security and compliance. Due to the sensitive nature of our work, we require individuals with a high level of integrity and trustworthiness to ensure adherence to financial regulations and industry standards.

Ready to be exceptional? Apply now

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