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  • Posted: Dec 7, 2018
    Deadline: Dec 31, 2018
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    We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
    Read more about this company

     

    Team Lead, Customer Success

    Job Description
    What is the role?
    We’re currently seeking a Team Lead with the passion and skills to drive our passion for fanatical customer service. The ideal candidate will:

    • Develop a customer success strategy and execution playbook for both retail and corporate clients, including relationship management for larger corporate clients
    • Lead and train members of the customer success team towards executing goals and metrics

    Who we're looking for
    The ideal candidate will have the following skills and qualifications:

    • Minimum of 6 years post NYSC experience in a customer support role with at least 3 years in a supervisory role
    • Experience in managing call center metrics and operations including agent performance monitoring, customer satisfaction monitoring, call flow monitoring, agent staffing and shift scheduling
    • Additional experience in relationship management would be an added advantage
    • Deep experience with telephone, email and chat etiquette required
    • Ability to develop a curriculum for and execute relevant customer success and product training
    • Ability to communicate clearly and concisely in written and spoken form including comfort with using writing and communications technology e.g. email, chat, teleconferencing
    • Ability to think strategically and creatively while being able to execute with attention to detail
    • Empathetic, self directed, self motivated, gritty

    Compensation and Benefits
    In addition to working in an exciting work space while creating an industry defining company, you’ll receive the following benefits:

    • Industry competitive salary and pension
    • Unlimited paid vacation (yep, you read that right)
    • Flexible work hours
    • Health insurance (of course)
    • Work related in-kind allowances e.g. mobile phone, airtime
    • Gym and spa access
    • Optical and dental care

    Method of Application

    Applicants should send their CV to: careers@kangpe.com

     

    Interested and qualified? Go to Reliance HMO on docs.google.com to apply

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