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.
Application Closing Date
8th June, 2022.
Method of Application
Interested and qualified candidates should send their CV and Cover Letter to: [email protected] using the Job Title as the subject of the email.
https://www.hotnigerianjobs.com/hotjobs/440412/head-user-support-at-transsnet-music-limited.html