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Head of Customer Success

3 months ago

Johannesburg, South Africa TalentintheCloud PTY Limited (trading as titc.io) Full time
Job Description
An innovative company whose core business is that of a digital app is looking for a Head of Customer Services to join their
tight knit team. They are features amongst the Top 30 financial apps in South Africa today.

Position Overview:
The Head of Customer Support plays a crucial role in ensuring customer satisfaction and enhancing the overall user
experience. They are responsible for the end-to-end management and growth of the customer service team and for
enhancing efficiencies and processes within the team.
Your daily adventures include:
  • Supervise day-to-day operations in the customer services department including hiring, training, and performance 
    management.
  • Weekly preparation of team operations meeting reports to include clear KPIs
  • Manage cost and efficiency within the department
  • Troubleshoot customer tech related queries and liaise with technical department where necessary
  • Manage the card allocation team including packing and distribution and ensure it is efficient and cost effective
  • Monitor daily transactions within the system and help to identify suspicious transactions.
  • Manage and create effective customer service procedures, policies, and standards.
  • Work with the product development team to ensure that products and services are designed with the customer in 
    mind.
  • Must have experience in messaging support which is the primary channel


RequirementsKey Competencies
  • Systematic Approach
  • Highly analytical
  • People Management
  • Autonomy
  • Extremely tech savvy and proficient in excel
  • Knowledge of KYC processes and transaction monitoring preferred
  • Excellent communication and interpersonal skills
Key Requirements
  • Grade 12 or equivalent (Essential)
  • Related tertiary degree - Business Management, Information Systems or related field
  • 6 to 8 years’ Proven experience in managing a team within customer service including messaging support.
  • 6 to 8 years’ Experience in FinTech/Financial industry (preferred) with in-depth understanding of trends and
  • technologies/systems


Requirements
Key Competencies Systematic Approach Highly analytical People Management Autonomy Extremely tech savvy and proficient in excel Knowledge of KYC processes and transaction monitoring preferred Excellent communication and interpersonal skills Key Requirements Grade 12 or equivalent (Essential) Related tertiary degree - Business Management, Information Systems or related field 6 to 8 years’ Proven experience in managing a team within customer service including messaging support. 6 to 8 years’ Experience in FinTech/Financial industry (preferred) with in-depth understanding of trends and technologies/systems