Customer Support Manager at Greenwheel

Greenwheels Africa is transforming urban mobility through our electric bike lease-to-own program for riders. We're looking for a Customer Support Manager to lead a dynamic support team that ensures our drivers receive prompt, helpful, and professional assistance across all channels.

What You'll Do:

• Lead and manage the Customer Support team to meet service targets.
• Ensure efficient multi-channel support via phone, WhatsApp, and ticketing systems.
• Resolve escalated issues and coordinate with internal teams.
• Monitor driver payment concerns and oversee dispute resolution.
• Track and report on key performance metrics like CSAT, resolution times, and FCR. Maintain an up-to-date knowledge base and consistent team communication. Collaborate with other departments to improve the driver experience.

What We're Looking For:

• Bachelor's degree in a business related field.
• V4-5 years of experience in customer service, with 2+ years in a leadership role.
• Strong communication, analytical, and team management skills.
• Proficiency in support tools (e.g., Zendesk, Freshdesk, etc.)
• A passion for improving customer experience and enabling team success