Head of Customer Support & Engagement at Wasoko

About the Role

The Head of Customer Support & Engagement is responsible for developing a world-class call-center driven operation across both of these mission-critical areas. You and your team will be Wasoko’s front line, working to help solve customer challenges and support them throughout their experience. This role requires an individual with experience running and managing a call center, the passion to drive exceptional performance, and the entrepreneurial creativity to constantly optimize and develop new solutions. If this describes you please get in touch!

Key Roles & Responsibilities

• Work collaboratively with business leads to understand and translate strategic objectives into experiences that delight customers
• Design and outfit a customer support operation that delivers consistently strong issue resolution, FCR & CSAT while minimizing AHT
• Drive an inside sales team ensuring they achieve contact, sales & engagement targets
• Identify and communicate customer insights that drive product improvements which reduce the need for support, deflect users to scaled support and/or otherwise minimize contact rates
• Establish a process for identifying Top User Issues and their impacts, regularly sharing those insights with business & product stakeholders in an effort to address them

Requirements & Skills

• Bachelor's degree or equivalent practical experience
• +5 years in a call center environment, including time in a managerial role
• Strategic and analytical thinker with a professional and positive disposition
• Strong ability to communicate across various levels throughout the organization
• Customer obsessed mind set
• Proven track record of being proactive and innovative
• Ability to lead and motivate teams
• Background in sales, especially FMCG / General trade sales is a big plus
• +3 years of experience in startup environment also a plus