Customer Support Manager (FinTech / Unsecured Loans) at an AI-Driven Lending Platform - Black Pen Recruitment

Black Pen Recruitment - Our client is an AI-Driven lending platform. Their team consists of innovators and builders with domain expertise in the lending space. They share a determination to continue leveraging data driven approaches to problem solving by building products that the market needs and API integrations that drive value across the board.

They are recruiting to fill the position below:

Job Title: Customer Support Manager (FinTech / Unsecured Loans)

Location: Lagos
Job Type: Hybrid | Full-Time
Industry: Financial Services

Responsibilities

• Oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.
• Provide leadership and support for the whole Customer Support team
• Enforce and oversee the adoption of the department’s vision, goals and objectives at all levels.
• Lead the ground support for the implementation of customer experience strategies
• Ensure that the Customer Support’s team’s metrics add significant value to the business by meeting customer satisfaction targets
• Play a key mentorship and training role to consistently review and upscale customer service communication and execution strategies customer satisfaction targets
• Aid in sharpening skills and grooming all customer service agents to achieve high quality outputs
• Oversee and determine key strategic direction and objectives monthly and quarterly
• Drive necessary changes in the improvement of operating and organizational efficiency of the team
• Be accountable for measuring the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agents to consumer correspondence
• Conduct research and put performance measures in place for the purpose of continually monitoring the customer support performance processes
• Conduct financial analysis to ensure you monitor the department’s budget showcased in your reports to the Head of Commercial
• Manage both internal and external relationships on behalf of the customer support department. 
• Negotiate with consumers with an aim of collecting feedback on customer support efforts and influencing senior customer support management and stakeholders on proposed approaches and strategies for the department.

Requirements

• 6+ years of working experience in customer support, preferably working as a Customer
• Support Manager for a business within a fast-paced and competitive environment. 
• Vast experience in customer service research and analytical techniques.
• Experience in managing a high quality customer service team
• Proven and successful experience driving positive change and influencing enhanced performance in a customer support department.
• Experience mapping customer journeys and creating customer support strategies.
• Possess a deep understanding of the importance of aligning departmental targets with the business KPIs.
• Exceptional communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies
• Demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation
• Possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies
• Able to think creatively and strategically
• Ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders
• Analytical and a high attention to detail
• Creativity and an ability to produce innovative and original ideas
• Excellent written and verbal communication skills
• Experience with and an understanding of market research
• Bold, ready to become a change agent
• Outstanding leadership skills
• Creative, forward thinker
• Time Management Skills.

Application Closing Date
Not Specified.