Head, User Support (Customer Service) at Sabi

Sabi is Africa's leading provider of enabling infrastructure powering the distribution of goods and services. Our platform enables and empowers a wide ecosystem of users, allowing agents, merchants, exporters, aggregators, distributors, and manufacturers to expand their capabilities and grow their businesses using Sabi's technology rails. These rails provide access to physical goods supply, logistics, business tools, financial services and data insights. In a short span of two years, Sabi has grown to be the largest B2B marketplace on the African continent.

We are recruiting to fill the position below:

Job Title: Head, User Support (Customer Service)

Locations: Lagos
Employment Type: Full-time

Job Purpose

• The Head, User Support would oversee our day-to-day user support operations, ensuring timely and effective resolution of user inquiries and issues.
• You will lead our user support initiatives, manage user support teams, enhance the overall user experience and create innovative ways to drive sales in the team.

Job Responsibilities

• Drive user satisfaction initiatives.
• Design an efficient organizational structure that can cater to the needs of every user.
• Develop and implement a comprehensive user support strategy aligned with organizational goals.
• Create and develop processes to ensure retention is met
• Define the experience of the user at very touch point
• Create multi language system in the team to manage the users with different languages
• Oversee all aspects of user support operations, ensuring timely and effective resolution of user inquiries and issues with a response time of less than 1 minute, and satisfaction score
• Provide visionary leadership to the user support team, fostering a culture of excellence and continuous improvement.
• Formulate and revise User support policies and promote their implementation.
• Implement performance metrics to track and measure the success of user support initiatives.
• Identify opportunities for process improvement in user support operations.
• Create innovative ways to drive sales in the team.
• Implement quality assurance processes to ensure the accuracy and effectiveness of user support interactions
• Conduct regular performance reviews, offer constructive feedback, and foster a collaborative and motivated work environment.

Special Skills and Qualifications

• Bachelor's Degree in a related field.
• 8-10 years of proven extensive experience in Customer Service user support management or a related role.
• Prior experience managing a large customer base of thousands of users.
• Strong understanding of customer service dynamics and tools.
• ​Great understanding of customer service KPI’s
• Forward-thinking and process driven individual with a vision for creating innovative processes.
• Goal-driven with a commitment to achieving tangible advancements in user satisfaction metrics.
• Adaptable and comfortable operating in a fast-paced environment.

Candidate Specification:

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself.

Application Closing Date
Not Specified.