Customer Support Manager

7 days ago

Johannesburg, Gauteng, South Africa PayJoy Inc. Full time
About PayJoy

PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy's "secret sauce" technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 10 million happy customers and over a billion dollars of sales in 2023.

This Role

With over a million customers trusting PayJoy, it's increasingly important that our apps and services operate with integrity and high availability while keeping our customers' data confidential.

We are looking to hire an awesome Customer Support Supervisor to assemble, coach our staff and deliver exceptional customer experience to our clients in South Africa. The Customer Support Supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing and supervising processes. To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Responsibilities

1. Ensure productivity, efficiency and satisfaction metrics compliance for Customer Support operations.
2. Overseeing and assessing contact center staff activities and assisting the supervisors and 3rd party players with regular performance feedback.
3. Strategizing and monitoring daily activities of customer service operation.
4. Ensure the strategic operation for internal and external contact centers in order to ensure contractual and service level compliance.
5. Forecast definition for growth/decrease of agents in contact centers.
6. Monitoring reports and projects with different areas of the company.
7. Define, standardize and implement processes when needed.
8. Improvement plans definition based on contact rate analysis.
9. Assisting with the development and implementation of service policies, and communicating them to required areas of the company.
10. Maintaining documentation pertaining to customer service department activities.
11. Assist in the implementation and/or execution of customer support initiatives with other areas of the company.

Requirements

- Experience working with fast-growing companies (mandatory) Highly analytical, having proved to make data-driven decisions.
- Intermediate Excel skills, as the role requires independence for performing numerical analysis.
- Independent, only needing direction from his/her direct supervisor.
- Ability to mentor and grow the skills within your team.
- Minimum experience of 3 years managing customer service campaigns in contact centers.
- Demonstrated experience in project management and implementation (at least 2 years) Experience in managing cross-functional projects.
- Experience in contact center management tools and systems (Zendesk).
- Domain of customer satisfaction metrics (Satisfaction, AHT, FRT, SLA's, QA, etc.).
- Construction of insights for decision-making.
- Excellent communication and organizational skills.
- Strong problem-solving skills, results-oriented.

Benefits

- Health Insurance
- Life insurance
- Pension Fund
- Vacations 20 days
- $2,000 USD annual Coworking Travel Perk
- $2,000 USD annual Professional Development Perk
- $500 USD annual Fitness Perk
- $500 USD Phone Finance allowance
- $250 USD Home Office equipment allowance
- $200 USD Headphone allowance

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed

#J-18808-Ljbffr

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