Head, User Support at Transsnet Music Limited

Transsnet Music (Boomplay) is the leading music streaming platform in Nigeria and has her network across most African countries.

We are recruiting to fill the position below:

Job Title: Head, User Support

Location: Opebi - Ikeja, Lagos
Employment Type: Full-time

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.

Remuneration
Negotiable.

Application Closing Date
8th June, 2022.