Head, User Support at Transsnet Financial

Job Summary

• The Head of User Support leads the User Support function with a vision and strategy to provide customers with a voice, support, guidance and knowledge resources that will facilitate the adoption and retention of Boomplay users.

Roles and Responsibilities

• Line manages the team, creating a strong team culture, conduct regular team meetings, ensuring decisions, plans, goals are shared and that issues are resolved in a timely manner
• Ensure that the User Support team members have clear work objectives, and actively and responsibly complete their work to a high standard.
• Assist the team in resolving complex issues with the support of Product & Development teams
• Optimize, manage and oversee all relevant execution processes, making the customer experience as smooth as possible.
• Cooperate with the product and development team to carry out functional tests of new features and App upgrades.
• Assist in conducting telephone interviews or other forms of surveys with users when needed to collect primary data for research purposes.
• Support BoomMall business, which includes preparing gifts redeemed by users, sending out for delivery and regularly keeping records of stocks.
• Design data collection and feedback mechanisms to identify and understand customer needs
• Own and manage all User Support platforms; Freshdesk, AppFollow, Email, Social Media
• Develop strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of customer lifecycle
• Provide weekly reports of User Support department to the management teams
• Performance evaluation of team members
• Assist with ad-hoc tasks from management.

Experience and Qualifications

• B.Sc. / HND in any discipline
• Experience in working in a similar role
• Previous experience in managing, growing and getting the best out of a multicultural team
• Minimum of 6 years of experience in a Customer Service or User support Role.

Skill Requirements:

• Ability to pay attention to details
• Ability to empathize
• Problem solving skills
• Proficient use of Microsoft Office
• Verbal & Written communication skills
• Business acumen and leadership
• Product Management
• Product Development
• UAT.