Customer Support Manager Job at PressOne Africa

PressOne Africa is an early-stage startup helping entrepreneurs retain their customers, through a centralised voice communication platform. We are on a mission to help entrepreneurs across Africa build more customer-centric businesses. With our business phone systems, entrepreneurs, no matter the size of their business, can handle customer communication like global brands.

We are recruiting to fill the position below:

Job Position: Customer Support Manager
Job Location: Lekki Phase I, Lagos
Employment Type: Full-time

Role Overview

• We're on the lookout for a customer support manager. You will be responsible for overseeing our customer support team and ensuring that our customers receive timely and effective assistance.
• You will play a key role in managing a team of support representatives and driving continuous improvement in our customer support processes.
• If you are passionate about ensuring customers are happy, satisfied, and getting the most value from the products or services they've purchased, you are the one we are looking for.

Key Responsibilities

• Customer satisfaction: Maintain high levels of customer satisfaction by ensuring prompt and professional support.
• Quality Assurance: Monitor and consistently improve the quality of customer interactions.
• Process Improvement: Identify areas for process improvement and implement changes to enhance the customer support experience.
• Issue resolution: Assist in handling escalated customer issues, ensuring prompt and satisfactory resolutions.
• Collaboration: Analyse customer support requests and work cross-functionally with the product and marketing teams to share insights and drive customer-centric initiatives.

Who You Are

• Bachelor's Degree in Psychology, Business, or a related field.
• Proven experience in customer support, customer success, or similar roles.
• Strong communication skills with a customer-first mindset.
• Proficiency in data analytics tools and CRM systems.
• Strong leadership and management skills are crucial.
• Demonstrated ability to take initiative and work independently.

What We Offer

• Competitive salary and benefits.
• Role in a high-growth, dynamic environment.
• Continuous learning and growth opportunities.
• Chance to shape the future of entrepreneur communication in Africa.