Live Customer Support, Team Lead (Remote) at Moniepoint Incorporated

⏲ Jul 17, 2024, 8:11 AM
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Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

We are recruiting qualified candidates to fill the position below:

Job Title: Live Customer Support, Team Lead

Location: North East (Remote)
Employment Type: Full time

Job Summary

To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI.
To be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds.
As managers, they play a major role in hiring, training, and mentoring the customer success team. They are also in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

Responsibilities

Have a good understanding of the organization's products
Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
Provide proactive strategy with their assigned customer accounts
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
As the Live Customer Support team lead, you'll be responsible for line management of several Customer Support Officers. This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they, in turn, become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualification

Bachelor's degree and 5 years of experience in a customer-facing role within a Fintech or a similar company, such as Customer Success, Customer Support, or Account Management
Previous experience in a team leadership or supervisory role
Excellent communication skills
Strong analytical and problem-solving abilities
Proficiency in using customer support software and tools
Proactivity
Ability to handle escalated situations
Strong organizational and time management skills
Possess strong phone, written, and verbal communication skills with excellent presentation skills
Confident, high energy, self-motivated, and a true team player
Experience working with senior and executive-level customer contacts
Demonstrated ability and desire to work and excel in a fast-paced environment
Excellent multitasking and project management skills
Well-organized, with high attention to detail and the ability to prioritize
Fluent in Hausa
Has experience in leading a team
Must reside in any of these states - Adamawa, Bauchi, Borno, Gombe, Taraba, and Yobe.