Head of Support

2 weeks ago

Cape Town, South Africa GVI Full time

**Start Date**:ASAP

**Location**:Hybrid - GVI office in Westlake and remote working

**Type of role**:Full time, permanent

Are you a naturally organized, detail-oriented, communicative team player who enjoys interacting with a wide range of people on a day to day basis? Would you love to work for a purpose-driven organization, on a mission to make a difference? If this sounds like you, you could be a fantastic fit for our vacant position here at GVI.

**About GVI**

We bring a range of specialised skills together for a common goal: supporting a more sustainable future.

GVI’s Charitable Programs have been connecting thousands of change-makers, with sustainable impact projects for over 25 years. Our programs are led by our partners who are local to the communities we were based in, and focused on making a long term, data-driven, sustainable impact. And we’re serious about ethics and sustainability - we partner with expert locally-led organisations and align ourselves to the United Nations Sustainable Development Goals (UN SDGs).

Working at GVI is fast-paced and fun. We value passion, authenticity and innovation, and we treat each other with respect. But we can do better than words to show you who we are To see what it's really like to work for GVI, click here.

**Goal**:
The goal of the Head of Support is to lead a high-performing support team that consistently delivers exceptional customer service.

**Specific Responsibilities**:

- **Team Leadership**:You'll oversee day-to-day operations of the support team, ensuring KPIs are met and providing guidance, training, and mentorship to team members. You'll be developing your team and ensuring a positive and productive team environment.
- **Process Improvement**:You'll develop and refine support processes to enhance efficiency and customer satisfaction. Regularly reviewing our travel information and key measures (NPS, Revenue Growth, etc. ) and taking to the next level with coaching, process improvement, and a keen eye for detail.
- **Stakeholder Communication**:You'll be the primary point of contact for escalated customer inquiries or concerns and communicate with other teams to coordinate support efforts and resolve complex cases. You'll also provide regular updates to Director of Systems and Support on support team performance and challenges.
- **Quality Assurance**:You'll implement control mechanisms to maintain high standards of customer service and conduct periodic audits of support interactions and provide feedback for improvement. You'll be responsible for implementing coaching and training programs to address areas of improvement.
- **Strategic Planning**:You'll identify opportunities for growth and expansion of support services, and be responsible for growing the support teams through successful planning, hiring, onboarding, and training.
- A proven track record of Customer Support success that sets you apart
- A minimum of 2 years in a Support Management role
- 3+ years of expertise in customer support (within the tourism industry advantageous)
- Exceptional verbal and written communication
- Detail-oriented, catching errors others miss
- Comfortable working with Pricing, costs and data analysis
- Flexibility and adaptability in handling evolving business needs
- Able to manage multiple tasks simultaneously in a fast paced environment and work in an organised manner Tech-savvy: CRM and G Suite preferred

**The extra shine**:
International travel experience is advantageous Experience working with international markets Salesforce experience advantageous

**Experience**:

- Administrative or office experience
- Experience in the youth travel industry
- Experience in managing expectations of our stakeholders and clients
- Passion for making a difference International travel experience (advantageous but not required)

**Benefits**

We’re not interested in empty perks like having a coffee culture. We do have coffee - if you join our central team in Cape Town, you could find yourself roped into coffee and snack challenges if you visit the office, but you could just as easily be taking your morning coffee at Roots cafe, high in the mountains of northern Thailand if you work on a base. Here’s what our global team enjoys:

- Social fund
- Training fund
- Half days on the first Friday of each quarter
- Collaborative, flexible culture
- Transparency - hear directly from the CEO consistently We laugh a lot, genuinely care about and support each other, and do the occasional dress-up

You can find out more about the type of work GVI does and who we are as an organisation here. In line with this role, you can also learn more about the types of roles GVI recruits for across the globe on our careers portal here.

**To apply**

Please send your CV, and LinkedIn link along with a cover letter stating why you feel you would be best suited to this position at GVI.

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