Customer Experience Director

1 week ago


Johannesburg, Gauteng, South Africa Fempower Full time

About Fempower

Fempower is a leading FinTech company that provides innovative solutions to the financial industry. We are seeking a highly skilled and experienced professional to join our team as a Head of Customer Support.

Key Responsibilities

  • Customer Service Leadership: Provide strategic direction and leadership to the customer service team, ensuring exceptional customer satisfaction and experience.
  • Team Management: Supervise and manage the day-to-day operations of the customer service department, including training and performance management.
  • Process Improvement: Develop and implement effective customer service procedures, policies, and standards to ensure efficiency and cost-effectiveness.
  • Troubleshooting: Troubleshoot customer technical queries and liaise with the technical department to resolve issues.
  • Project Management: Assist the product development team in understanding customer needs and preferences.
  • Communication: Manage messaging support using Zendesk and Fresh-Chat.

Requirements

  • Education: Degree in Business Management, Information Systems, or a related field.
  • Experience: 6+ years of experience in managing a team in the customer service industry, including messaging support.
  • Industry Knowledge: In-depth understanding of FinTech trends and technologies, including KYC processes and transaction monitoring.
  • Technical Skills: Proficiency in messaging software such as Zendesk and Fresh-Chat.


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