Head, User Support (Customer Service) at Sabi

Job Purpose

• The Head, User Support would oversee our day-to-day user support operations, ensuring timely and effective resolution of user inquiries and issues. 
• You will lead our user support initiatives, manage user support teams, enhance the overall user experience and create innovative ways to drive sales in the team.

Job Responsibilities

• Drive user satisfaction initiatives.
• Design an efficient organizational structure that can cater to the needs of every user.
• Develop and implement a comprehensive user support strategy aligned with organizational goals.
• Create and develop processes to ensure retention is met
• Define the experience of the user at very touch point
• Create multi language system in the team to manage the users with different languages
• Oversee all aspects of user support operations, ensuring timely and effective resolution of user inquiries and issues with a response time of less than 1 minute, and satisfaction score
• Provide visionary leadership to the user support team, fostering a culture of excellence and continuous improvement.
• Formulate and revise User support policies and promote their implementation.
• Implement performance metrics to track and measure the success of user support initiatives.
• Identify opportunities for process improvement in user support operations.
• Create innovative ways to drive sales in the team.
• Implement quality assurance processes to ensure the accuracy and effectiveness of user support interactions
• Conduct regular performance reviews, offer constructive feedback, and foster a collaborative and motivated work environment

Requirements

Special Skills and Qualifications

• Bachelor's degree in a related field.
• 8-10 years of proven extensive experience in Customer Service user support management or a related role.
• Prior experience managing a large customer base of thousands of users.
• Strong understanding of customer service dynamics and tools.
• ​Great understanding of customer service KPI’s
• Forward-thinking and process driven individual with a vision for creating innovative processes.
• Goal-driven with a commitment to achieving tangible advancements in user satisfaction metrics.
• Adaptable and comfortable operating in a fast-paced environment.

Candidate Specification

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .

Benefits

• Rapid Career Growth
• Annual Training Budget
• Robust Health Coverage, including
  • Optical Cover, and
  • Dental Cover
• Wellness Programs, including
  • Free Gym Cover
  • Free Spa Cover
• Competitive Pension Plan
• Opportunity to work in other global office.
• Life Cover
• Performance Bonus
• Paid Vacation Days
• Fully-funded Team Bonding Activities