Customer Support Lead

We are looking for an experienced Customer Support Lead to provide excellent customer support and promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

• Minimum Qualification : Degree
• Experience Level : Senior level
• Experience Length : 5 years
• Working Hours : Full Time

Responsibilities:

• Create and manage the team goals and expectations based on the duration of goals set
• Manage a high-volume, high-velocity pipeline of leads from several channels to crush your quota
• Formulating and revising customer support policies and promoting their implementation
• Informing the team of all new information related to products, procedures, and trends
• Manage and track inquiries resolution or brief the appropriate department to complete the inquiry
• Build rapport with prospects from the initial conversation through successful activation of accounts, keeping all of your progress updated in the CRM
• Communicate with internal departments to provide an efficient workflow to handle both technical and merchants related issues
• Collaborate with the Product and Marketing Teams to collect feedback from prospects and determine the direction of Crop2Cash in the Agriculture industry;
• Delivering performance evaluations for all members of the team
• Managing the budget of the customer support department
• Create and implement structures and standard documentation for the Customer Support team
• Collaborate with HR for team recruitment and selection process
Other relevant tasks as assigned to the employee

Requirements:

• Minimum B.Sc degree holder
• Previous experience in customer service, technical service, and other related fields
• Interpersonal skills
• Written and Oral Communication Skills
• Documentation and Presentation Skills
• Prior experience in a managerial or supervisory role will be advantageous
• Team Collaboration
• Delegation
• Prioritization and time management skills
• Proficiency in Google WorkSpace, CRM, tools, and ClickUp.
• Empathy
• Ability to speak and understand multiple languages (Hausa, Yoruba, Igbo)
• Decision Making skills

Information :

• Company : Crop2Cash ltd
• Position : Customer Support Lead
• Location : Ibadan
• Country : NG