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  • Head of Customer Support (HCS)
    Kenya, Eastern Africa

    The HCS ensures no Chipper customer is left behind, and will provide excellent customer service and promote excellence in delivery of service throughout the firm. The HCS will seek customer satisfaction, loyalty and retention and meet their expectations. The HRC will oversee a team of about 4 – 5 reports.

    What you will do

    • Develop and implement customer service policies and procedures by setting up the necessary systems and processes
    • Identify and implement strategies to improve quality of service, and productivity
    • Define and communicate customer service standards
    • Create customer retention and loyalty programs
    • Liaise with company management to support and implement growth strategies focused on customer satisfaction and feedback
    • Coordinate and manage customer service projects and initiatives
    • Ensure budget requirements are met and adequately managed
    • Identify and address staff training and coaching needs
    • Provide overall customer service leadership

    Operations

    • Oversee the achievement and maintenance of agreed customer service levels and standards. This will be done through administering customer surveys and mystery shopping etc.
    • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
    • Direct the daily operations of the customer service team
    • Ensure the necessary resources and tools are available for quality customer service delivery
    • Review, track and resolve customer complaints
    • Handle complex and escalated customer service issues
    • Monitor accuracy of reporting and database information
    • Analyze relevant data to determine customer service outputs
    • Evaluate and performance-manage customer service team

    What we are looking for in you

    • Bachelor degree in Business Administration or similar
    • 3+ years’ management experience in a fast-paced fintech and/ or financial services space in Kenya/ Africa
    • In-depth knowledge of customer service principles and practices as well as customer service software, databases and CRM tools
    • Conversant with current relevant technology trends and applications
    • Experience in the use and management of social media platforms
    • Experience with customer surveys / monitoring and evaluation (measuring service performance)
    • Strong, service-oriented personality
    • Engaging and motivating management style
    • Flexibility when it comes to traveling around Kenya/ Africa to conduct systematic surveys, appraisals and trainings, up to 50% of the working time and/ or as needed
    • Fluency in both English and Kiswahili is required; French, Portuguese, or Spanish added advantage

    Your perks

    • Basic monthly salary: Competitive
    • Benefits: Chipper employee stock option program, comprehensive health insurance cover, work permit for foreign staff, monthly airtime allowance, 26-day annual leave, a stocked kitchen, and plenty of ping-pong and foosball
    Apply for this role

    or mail your resume to [email protected]





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