Job Summary
We are looking for a proactive and experienced Customer Support Experience Lead to take charge of our customer support operations and lead a high-performing team. At Tespire, we value agility, adaptability, and innovation—qualities essential for excelling in our dynamic startup environment.
In this role, you’ll be responsible for scaling support processes, enhancing customer satisfaction, and fostering a culture of excellence within the team. Experience with quality assurance (QA) processes in customer interactions or product workflows is a significant plus.
Duties/Responsibilities
- Oversee and manage the customer support team, ensuring alignment with Tespire’s goals and values.
- Mentor and coach team members to enhance their skills, productivity, and job satisfaction.
- Create a collaborative and positive team culture that fosters innovation and growth.
- Lead recruitment, onboarding, and training of new team members to scale support operations.
- Encourage the adoption of QA standards to maintain high service consistency and quality.
- Design and implement scalable customer support processes that can grow with Tespire as a company.
- Identify and address challenges unique to startups, such as fluctuating demand and resource constraints.
- Establish clear goals, OKRs, and SOPs to measure and improve performance in a fast-paced environment.
- Collaborate with cross-functional teams (e.g., Product, Developers, and Product Managers) to align customer feedback with Tespire’s business objectives.
Customer Experience Optimization
- Act as the voice of the customer, advocating for their needs and ensuring their feedback informs product and service improvements.
- Manage escalated customer issues, providing swift and satisfactory resolutions.
- Leverage on CRM tools like Zoho to streamline workflows and improve customer interactions.
- Develop strategies to enhance the overall customer journey, building loyalty and satisfaction.
- Adopt QA best practices to ensure customer support processes meet or exceed quality standards.
- Monitor and analyse support metrics (e.g., response times) to ensure high performance.
- Identify gaps in current processes and drive continuous improvement initiatives.
- Implement tools and solutions to optimize team efficiency and customer outcomes.
- Prepare and present reports to leadership, highlighting key trends and actionable insights.
Qualifications
Experience:
- 5+ years in customer support, with at least 2 years in a leadership role.
Demonstrated success in a startup or high-growth company, with experience in scaling operations. - Familiarity with quality assurance practices or a background in QA is a plus.
- Strong leadership and team-building capabilities.
- Exceptional communication, problem-solving, and conflict-resolution skills.
Hands-on experience with customer support platforms. - Analytical mindset with the ability to turn data into actionable insights.
- Ability to integrate QA methodologies into support workflows to enhance service quality.
- Experience with a startup or Tech company.
Education:
- Bachelor’s degree in Business, Communication, or a related field (preferred).
Extra
Job Type: NAN
Onsite Location: Abuja, Nigeria
Work Schedule: Hybrid, 4 days onsite and 1 day remote
