Customer Support Supervisor (Côte d'Ivoire)

📋 Description

• • As a Customer Support Supervisor at RightCard Payments Limited, you will be instrumental in shaping and elevating the day-to-day service delivery of our customer support operations, with a critical focus on enhancing our engagement with Francophone markets.
• • This pivotal role involves directly supervising frontline support agents, meticulously monitoring their performance, and rigorously ensuring that every customer interaction aligns with and exceeds company standards for quality and professionalism.
• • You will be a key driver of continuous improvement, proactively identifying performance gaps within the team, providing targeted coaching and support for training and onboarding new agents, and championing initiatives that significantly strengthen service quality and boost overall customer satisfaction across all operational regions.
• • A core responsibility will be the development and meticulous maintenance of Standard Operating Procedures (SOPs) for all customer support processes, ensuring consistency, efficiency, and adherence to best practices.
• • You will also be tasked with creating clear, actionable Service Level Agreements (SLAs) for both internal teams and external stakeholders, thereby facilitating seamless Customer Support (CS) operations and managing expectations effectively.
• • A significant part of your role will involve supervising and reviewing the practical execution of these SOPs and SLAs, with a keen eye for identifying any deviations or inefficiencies and proposing scalable, data-driven improvements.
• • You will actively monitor incoming support tickets, ensuring that all customer inquiries are addressed comprehensively and resolved within the stipulated timeframes, thereby maintaining high levels of customer trust and satisfaction.
• • Furthermore, you will be responsible for reviewing escalated tickets that are on hold, strategically redistributing them to the appropriate team members or departments to efficiently reduce backlogs and expedite resolution.
• • In terms of team leadership, you will lead, coach, and provide unwavering support to the customer support team, guiding them towards achieving key performance indicators (KPIs) and consistently delivering service excellence.
• • A crucial aspect of your leadership will be evaluating the quality of agent responses and ticket handling to ensure they meet internal benchmarks for accuracy, completeness, and adherence to documentation standards.
• • You will provide ongoing performance support to your team, offering clear, constructive, and actionable recommendations for improvement, fostering a culture of growth and development.
• • Regular reporting will be a key duty, including the preparation and delivery of weekly activity and performance reports to Customer Support Leadership, providing insights into team progress and operational status.
• • You will also prepare detailed incident reports, meticulously documenting any blockers, process failures, or systemic issues that may be impacting team productivity or customer experience.
• • In customer experience management, you will critically assess customer feedback, identifying emerging trends and patterns to drive targeted improvements in service quality and customer journey.
• • You will manage complex escalations, acting as a central point of contact across various partners and internal teams, utilizing channels such as email, phone, Slack, Jira, and Skype to ensure swift and effective resolution.
• • A vital communication function involves proactively informing users, partners, and internal stakeholders about pending or unresolved issues, maintaining transparency and managing expectations until full resolution is achieved.
• • Collaboration will be paramount as you work cross-functionally with Product, Engineering, Compliance, and Operations teams to refine workflows and enhance the overall customer support ecosystem.
• • You will actively recommend scalable solutions and process enhancements that contribute to greater efficiency and elevated customer satisfaction.
• • You will also support the broader Customer Support Leadership Team by undertaking any additional tasks or projects as required, demonstrating flexibility and a commitment to team success.
• • This role demands a deep understanding of all processes within the Customer Support department, coupled with exceptional emotional intelligence and professionalism when delivering constructive performance feedback.
• • Strong written, verbal, and nonverbal communication skills, alongside meticulous attention to detail, are essential for success in this dynamic environment.
• • You will leverage your problem-solving abilities to develop and implement effective strategies for continuously improving service quality and customer outcomes.
• • Ultimately, you will be a goal-oriented and results-driven individual, committed to achieving operational excellence and driving customer satisfaction in a fast-paced fintech environment.