Head of Customer Support
3 weeks ago
**Head of Customer Support (Fintech)**
**R500k plus bonus**
**Cape Town**
Excellent career opportunity with established Fintech for experienced Head of Customer Support. Reporting to the Head of Product you will be responsible for leading customer interaction across all customer touchpoints. Being a mobile-only business, this role has the mandate to shape the customer support strategy, delivering an intuitive human experience through clever digital interaction. You and your team will be equipped with best-in-breed customer support systems, underpinned by our detailed behavioural analytics engine allowing you and the team to proactively deliver support interactions in real-time.
**Key performance areas**
- Lead the development and implementation of the customer support strategy.
- Liaise with internal and external stakeholders inclusive of Marketing, Product and 3rd Party Partners.
- Refine and maintain the Customer Support reporting dashboards to ensure day-to-day operations measured against agreed KPI’s and industry best practice.
- Continually review and improve the approach to customer support in conjunction with the business strategy, by giving constant ‘voice-of-the-customer’ feedback to the Marketing and Product teams.
- Monitor and manage all forums in order to engage and address customer queries within SLA’s using the defined tone of voice and culture that our customers expect from a transparent new marketplace.
- Develop and enhance FAQ’s and the customer service knowledge base, empowering customers and the community to resolve known issues independently.
- Accountability for improving customer satisfaction and retention across all products.
**Qualifications and experience**
- Relevant tertiary qualification coupled with 5 +years experience in similar role.
- High degree of computer literacy and ability to build dashboards
- Proven track record in managing a team of 5-10 FTE’s
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