Head of Customer Support

2 weeks ago

Cape Town, South Africa YesPlay Full time

YesPlay’s customer support team is currently undergoing a transformation process. The journey of transformation began when our support team almost doubled in the last 6 months as a result of the company’s significant increase in its customer base. As part of the departments’ growth, the YesPlay support team started using a well-known and industry-best support CRM solution - Zendesk. The team requires a strong, determined, well-organised, experienced and energetic manager and leader to elevate YesPlay’s support processes and the customer support team as a whole. The team requires a strong, determined, well-organised, experienced and energetic manager and leader to elevate YesPlay’s support processes and the customer support team as a whole.
- Analyse any gaps and understand possible improvements in our support to customers.
- Refine the strategy for support at YesPlay. This should include a clear vision for our customer support department, contextual help and omni channel support.
- Set direction and a strategy for our growing customer support team by defining key output metrics for support as well as the input metrics that drive them.
- Make a lasting impact on our customer’s experience with YesPlay.
- Lead and grow the support team to reach their fullest potential of becoming driven and high performing individuals.
- Work with cross functional teams, all focused on a common mission to provide an excellent and seamless customer experience.
- Developing scalable customer support operations, quality assurance and KPI-based motivation for the customer support team.
- Maintaining customer support team’s KPI’s at satisfactory target level: improving and maintaining AHT and response time, meeting consistent and positive customer satisfaction, quality of responses.
- Running a lean and efficient operation, measuring and reporting on everything and being extremely data driven.
- Using metrics with an aim to direct the continuous development and monitoring of customer success capabilities.
- Leading the customer support department administratively (including but not limited to agent shift schedules, internal customer support manuals, reports etc.)
- Recruiting and training of new support team members.
- Delivering a product roadmap that should not only consider customer success operations, but rather the support product as a whole.
- Effectively collaborating with the Operations, Product, and Technology teams to enhance our product within a customer-focused world.
- Improving customer satisfaction rate via reviews and increase growth of positive feedback from customers.
- Generating and presenting customer support ideas and solutions to stakeholders of the business, CRM, Operations and Product team, which ideas/solutions aim to combat frequent customer complaints, address unexpected use-cases and propose automation solutions (via livechat bot).
- Reporting any system issues to Operations, Product, Marketing & Technical teams.
- Writing, updating and monitoring scripts for agents' responses.
- Developing and implement internal SOPs for customer support agents and the department as a whole.

Required skills and experience:

- Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly and yearly.
- +/ 2 years experience in leading and managing a support team of over 10 people.
- Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
- Have a successful track record for managing growing teams, finding the right balance between performance, wellbeing, and development individually and as a team.
- Must be passionate about leading people and supporting each member of the team to achieve their full potential.
- Familiar with Zendesk or similar customer support tool(s).
- Must be meticulous and good analytical skills (particularly good with Excel).
- Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.
- Consistent quality management and ability to use data and metrics, both qualitative and quantitative.
- Have strong project management experience.

Highly preferred if:

- Has experience in building KYC processes and monitoring / analysing individual and team KPIs.

**Salary**: R20,000.00 - R40,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do they personally calculate the load on your current (or previously managed) support team?

**Experience**:

- customer support: 2 years (required)

Application Deadline: 2023/05/03

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