Head of Customer Care Job at TransferGo

TransferGo is a growing fintech scale-up on a mission to make the world a fairer place for migrants. We strive to provide tailored, more affordable financial services that make people's hard-earned money go further. Now in our 12th year, with over 370 employees in offices across Europe, we’re crafting a brilliant, relevant product that makes a difference in people's lives and the well-being of their families. 

We’ve come this far by building a talented, diverse workforce on a fair culture and our strong values. Having this strong team of employees, we can serve those who really need our product to make their lives better. 

We are recruiting to fill the position below:

Job Position: Head of Customer Care

Job Location: Lagos
Job type: Full-time

Description

• Customer Care plays a critical role in shaping the way we support our clients and, to make sure we’re doing that in the best way possible. We are currently seeking a talented Head of Customer Care in Nigeria.

Responsibilities
Here’s what you’ll be doing as a Head of Customer Care:

• Establishing, managing, and scaling a multilingual Customer Care team in Africa;
• Ensuring the required team staffing, budgeting, motivation, development, and performance;
• Ensuring that Customer Care KPIs are met successfully and clients are satisfied;
• Collaborating with the Competence and Quality Assurance Team: Work closely with the Competence and Quality Assurance Team to ensure alignment between changes in Customer Care, quality, and team knowledge;
• Collaborating with the Automation Team: Work closely with the Customer Care Automation Team to ensure efficiency, process improvements, and effectiveness;
• Fostering a customer-centric culture: Ensuring that the Customer Care team lives up to the company values and prioritizes exceptional customer experience; 
• Overseeing Customer Care Operational Efficiency: Ensure Customer Care operations are efficient and customer-centric, implementing improvements as needed;
• Consulting on Complex Cases: Provide expert consultation to Customer Care teams on complex cases, offering insights and guidance for effective resolution;
• Managing Stakeholders: Act as a primary point of contact for various stakeholders, fostering collaboration and communication across teams and departments;
• Developing and enhancing policies: Contribute to the development and enhancement of the Customer Care policies and procedures;
• Continuous Improvement Initiatives: Identify opportunities for continuous improvement in Customer Care processes and procedures, driving initiatives to enhance overall effectiveness;
• Representing customer perspective with the executive management: Collect, analyze, and share customer insights with the executive management team, product team, and broader organization;
• Building scalable processes in a constantly evolving organization: Lead change and process improvement.
• You’ll report to our VP, Customer Experience & Operations.

Requirements
Here’s what we’d love from our new Head of Customer Care:

• 5+ years of experience in BPO or a Call Centre. Previous experience in the Fintech or Banking sector will be considered an advantage. 
• Excellent leadership and people management skills, with a track record of developing high-performing teams. 
• Previous experience in working with international teams distributed around the globe. 
• Previous experience of delivering results in a fast-paced, tech-driven environment. 
• Previous experience of working with such tools as Zendesk, Talkdesk would be considered an advantage. 
• Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Strong analytical skills with the ability to use data to drive decision-making.
• Excellent verbal, written, and listening skills in English and French. 
• Passion for exceptional customer experience.

What Ee Offer

• Be part of building a meaningful product in a growing fintech scale-up;
• A competitive rewards package;
• Generous holiday allowance (based on tenure);
• Competitive healthcare insurance / wellbeing package from day one (based on your location);
• We truly embrace flexibility and take a hybrid approach to our working style. Most of our team members come into their local office 2 days a week. 
• If you are near one of our offices, we are a pet-friendly company and we enjoy regular opportunities to connect in person (we truly value in person connection on a regular basis and celebrate in style).