Senior Associate, Sales Help Desk at Flutterwave

The Role: 

• As the Senior Associate, Sales Help Desk, you will be responsible for leading a team of help desk agents who handle inbound inquiries from potential customers.
• Your focus will be on providing exceptional customer service, ensuring timely responses, and effectively managing the team to meet customer satisfaction goals.

Key Responsibilities:

• Lead and manage the SMB and Enterprise Help Desk teams, ensuring efficient operations and high-quality customer service.
• Develop and implement strategies to optimize the customer inquiry handling process and enhance the overall customer experience.
• Monitor and manage the team's performance, setting clear goals and KPIs to achieve customer satisfaction targets.
• Provide guidance, training, and mentorship to help desk agents, fostering a culture of continuous learning and improvement.
• Serve as an escalation point for complex customer inquiries and issues, working closely with other teams to ensure timely resolution.
• Collaborate with Sales, Marketing, and Product teams to identify areas for process improvement and drive initiatives that enhance customer support.

Qualifications:

• Bachelor's degree in Business, Communication, or a related field.
• Minimum of 4 years of experience in customer service, help desk management, or a related role, preferably in the payment industry or a fintech environment.
• Strong leadership skills with experience managing and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Proven track record in driving customer satisfaction and delivering results in a fast-paced, customer-centric environment.
• Analytical mindset with the ability to use data to drive insights and make informed decisions.
• Knowledge of payment industry practices, products, and trends is highly desirable.