Head of Customer Care

Customer Care plays a critical role in shaping the way we support our clients and, to make sure we’re doing that in the best way possible. We are currently seeking a talented Head of Customer Care in Nigeria.

Here’s what you’ll be doing as a Head of Customer Care :

• Establishing, managing, and scaling a multilingual Customer Care team in Africa;
• Ensuring the required team staffing, budgeting, motivation, development, and performance;
• Ensuring that Customer Care KPIs are met successfully and clients are satisfied;
• Fostering a customer-centric culture: Ensuring that the Customer Care team lives up to the company values and prioritizes exceptional customer experience;
• Overseeing Customer Care Operational Efficiency: Ensure Customer Care operations are efficient and customer-centric, implementing improvements as needed;
• Consulting on Complex Cases: Provide expert consultation to Customer Care teams on complex cases, offering insights and guidance for effective resolution;
• Collaborating with the Competence and Quality Assurance Team: Work closely with the Competence and Quality Assurance Team to ensure alignment between changes in Customer Care, quality, and t...