Head of Customer Support, Enterprises at MFS Africa

The ideal candidate will have experience developing and delivering exceptional customer journeys; providing high-quality, efficient customer support at scale; using data from the support team to provide input on how to improve a product or service; using pro-active problem-solving to identify key problems and prevent them from occurring again; and applying best practices in customer issue resolution.

You might be a good fit if you are/have:

• Self-starter with a natural curiosity for constant service improvement
• Proven track record of revolutionizing processes
• You lead by example and you enjoy getting your hands dirty
• You are a gifted communicator, both written and verbal
• Comfortable analyzing data to understand trends, identify issues, and identify opportunities for improvement
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously and independently in a highly demanding environment
• Willing to take accountability for work produced
• Resilient and comfortable working in a highly complex environment
• Highly organized and able to prioritize work appropriately
• Highly solution-oriented with solid problem-solving ability
• Possess a strong bias towards action
• Willingness to perform at a level that exceeds expectation
• Undertakes their role with the highest level of integrity
• Fluency in English and French (verbal and written) preferred

Duties and Responsibilities:

• Create a partner-centric culture focused on finding solutions and creating loyal partners
• Raise the bar – work continuously with the team to ideate, build and scale new ways of thinking/approaches to raise the bar in terms of the value we are bringing to our partners
• Establish, monitor, and report performance metrics for the Partner Support team
• Manage and lead a team of experienced Support Analysts contracted from around the continent
• Hire, coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
• Develop and manage ticket queues and escalation paths, ensuring SLAs are adhered to
• Maintain oversight of logged calls and tickets through the MFS Africa ticketing system to ensure they are being resolved accordingly
• Ensure the team is supported in troubleshooting escalated issues in real-time and in documenting issue resolution to contribute to department reference and training materials
• Drive operational framework that is repeatable and scalable to support to facilitate MFS Africa’s growth in clients, geographies and capabilities
• Serve as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentation
• Drive bug resolutions, requirements and feature requests with Product and Technology teams to resolve issues and provide excellent service to the partners
• Develop a thorough understanding of MFS Africa’s products and partner/customer needs, ensuring the team is trained and enabled to support these both current and future
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention

The ideal candidate will have the following qualifications and experience:

• Bachelor’s degree, MBA advantageous
• 6+ years of experience in a customer support manager or technical support lead role
• Experience in mobile money, telecommunications or financial institutions (e.g., banks, etc.)
• Pan-African customer support experiences
• Certification in customer care-related courses advantageous
• Previous experience with the use of various service desk tools
• Advanced technical helpdesk experience
• Network monitoring tools and methodologies advantageous