• Application Deadline: Wed, 8 Jun 2022 00:00:00 GMT
• Position: Head, User Support


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 6 years


• Location Lagos


• City Ikeja


• Job Field Customer Care 
  

Job Summary

• The Head of User Support leads the User Support function with a vision and strategy to provide customers with a voice, support, guidance and knowledge resources that will facilitate the adoption and retention of Boomplay users.

Roles and Responsibilities

• Line manages the team, creating a strong team culture, conduct regular team meetings, ensuring decisions, plans, goals are shared and that issues are resolved in a timely manner


• Ensure that the User Support team members have clear work objectives, and actively and responsibly complete their work to a high standard.


• Assist the team in resolving complex issues with the support of Product & Development teams


• Optimize, manage and oversee all relevant execution processes, making the customer experience as smooth as possible.


• Cooperate with the product and development team to carry out functional tests of new features and App upgrades.


• Assist in conducting telephone interviews or other forms of surveys with users when needed to collect primary data for research purposes.


• Support BoomMall business, which includes preparing gifts redeemed by users, sending out for delivery and regularly keeping records of stocks.


• Design data collection and feedback mechanisms to identify and understand customer needs


• Own and manage all User Support platforms; Freshdesk, AppFollow, Email, Social Media


• Develop strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of customer lifecycle


• Provide weekly reports of User Support department to the management teams


• Performance evaluation of team members


• Assist with ad-hoc tasks from management.

Experience and Qualifications

• B.Sc. / HND in any discipline


• Experience in working in a similar role


• Previous experience in managing, growing and getting the best out of a multicultural team


• Minimum of 6 years of experience in a Customer Service or User support Role.

Skill Requirements:

• Ability to pay attention to details


• Ability to empathize


• Problem solving skills


• Proficient use of Microsoft Office


• Verbal & Written communication skills


• Business acumen and leadership


• Product Management


• Product Development


• UAT.