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A holistic platform delivering financial wellness for individuals, improved performance for companies, and new opportunities for banks and lenders. Power is a platform dedicated to enabling holistic financial services to the online informal economy and the poorly served formal economy.
The Customer Support Manager will successfully lead a team of Customer Support Officers in ensuring clients receive timely assistance with the technical aspects of our products and any service issues are addressed and resolved.
The CSM will work to create positive brand experiences for existing customers in line with company expansion and customer retention goals. They will be expected to provide technical support and problem-solving guidance, primarily from a traditional inbound customer help desk inquiries and troubleshooting approach.
Success will be measured on key metrics including, but not limited to response time to initial and ongoing queries, number of open tickets, problem resolution time, customer satisfaction and employee engagement. They will also be expected to provide support to the CSO’s and pay attention to overall team metrics, providing input, feedback and mentorship as necessary.
DUTIES AND RESPONSIBILITIES:
PREFERRED SKILLS AND QUALIFICATIONS:
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