Fresh Jobs at LemFi (Formerly Lemonade Finance)

Job Purpose

To ensure thorough and consistent running of the customer support function especially within the aspect of adherence to SOPS and SLAs, together with related supervisory function in ensuring every Customer request is guaranteed a complete resolution to generate positive customer experiences.

• Write related Standard Operating Procedures related areas within our Customer Support Team.
• Develop actionable Service Level Agreements, in ensuring a smooth running of CS activities related to internal or external stakeholders.
• Supervise and review the execution of SOPs and SLAs, and provide scaleable way forward on gaps.
• Monitor performance and lead the team to achieve key performance goals and provide excellent service to customers.
• Evaluate customer feedback and identify ways to maximise customer satisfaction.
• Assess details of team members' responses to customers and ensure the fields of the tickets are filled appropriately to ensure thorough adherence to approved internal standards.
• Review tickets on hold assigned by the escalation team and reassign them to available team members to reduce/manage backlogs.
• Manage escalation to contact partners (via email, telephone, skype and slack) and the appropriate internal channels (Jira and slack).
• Document all pending issues and provide feedback regularly to users and customer support lead until resolution.
• Assist team members in improving performance with specific recommendations and constant support.
• Provide weekly activity reports to the customer support Leads on the performance of all support team members.
• Present incident reports showing activities or processes inhibiting the expected performance targets of support team members.
• Perform any other tasks as assigned by the Customer Support Leadership.

Requirements

• **Tertiary education in marketing, communications, business management, or a related field is preferred.
• 3 - 5 years minimum experience in customer support, preferably in a fintech/banking environment.
• At least one year of experience leading a customer support team.
• Experience leading a remote/distributed team is an advantage.
• Good knowledge of all operational processes carried out in a CS function, especially in fintech/banking environment.
• Emotional intelligence to give feedback appropriately, professionally and constructively.
• Good written, verbal and non-verbal communication skills, with profound attention to detail.
• Excellent problem-solving capabilities to walk through developing CS problems and provide scaleable solutions.
• Quality orientation in ensuring the most optimal strategies to improve service quality.
• Goal and execution orientation.
• This role requires the applicant to have completed tertiary institution and possession of a completion certificate.

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Job Description

We are looking for energetic and dedicated Customer Support team members who have a passion for delivering world-class service to customers. If you are interested in joining a fast-paced dynamic team, you will be the first point of contact for customers who want to get the most out of their service. Since you will be representing a global brand, a positive attitude and a bubbly personality are a must-have!

This is a full-time position. Team members must be available to work (40 hours per week) on a 24-hour rotational work schedule with varying 9-hour shifts from Mondays to Sundays. This does not exclude weekends and holidays.

Job Summary

• To maintain a high and consistent level of service quality across the Customer Support department regardless of the customer support team member engaged or channel utilised by the Customer. Ensuring that every Customer interaction with our Service Personnel or channel continuously generates positive customer experiences.

You Will

• Maintain and develop internal documents to support the customer support department quality standards.
• Review a subset of Customer interactions across all channels captured on Zendesk and calls recorded on the PBX.
• Assess details of Customer interactions across all channels based on the approved internal standards (i.e., KPIs for each sub-team).
• Accompany assessment with meaningful, constructive, and thoroughly documented performance feedback.
• Discuss and explain performance feedback to support team members individually and regularly at weekly meetings.
• Map Staff training needs with the gaps discovered during the performance assessments.
• Assist support team members to improve performance with specific recommendations and constant support.
• Training of new support team members and assessment after one week.
• Monitor service delivery or performance at the Service Center Officer and team level.
• Provide weekly activity reports to the customer support Leads on the performance of all support team members across all channels.
• Present incident reports showing activities or processes inhibiting the expected performance targets of support team members.
• Analyze Customer feedback on complaints and provide recommendations to the Customer Support Leads to improve service delivery.
• Monthly recognition of best performers based on the approved internal service standards.
• Perform any other tasks as assigned by the Customer support Leads
• Provide ad hoc reports as required by Management and the Operations team.
• Present feedback to Management on areas of improvement to enhance service delivery

Qualification

• **Tertiary education in marketing, communications, business management, or a related field is preferred.
• 3 - 5 years minimum experience in customer support, preferably in a fintech/banking environment.
• At 1 year as Customer Support Quality Assurance in a Fintech.
• Knowledge of all typical processes carried out by the Operations and Customer Support team in a Fintech.
• Emotional intelligence and professionalism, especially in providing constructive performance feedback to support team members.
• Good written, verbal and non-verbal communication skills, with profound attention to detail.
• Problem-solving capabilities to create meaningful strategies to improve service quality.
• Goal or result-oriented, especially towards an excellent service-oriented team.
• Experience leading a remote/distributed team is an advantage.
• This role requires the applicant to have completed tertiary institution and possession of a completion certificate.