Job Vacancy: Head of Support

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Job Vacancy: Job title: Head of Support

Job description: About Juice

Juice was started by and We processed our first (nine dollar) transaction in November 2021. $1 billion processed after and we have come to terms with our true role in enabling the African business to make compliant global payments cheap and fast.

As we come out of stealth, we are convinced that we are the vanguard of a new payments paradigm, designed for Africans but global in its reach. Africa currently produces less than 80% of what it consumes. Foreign currency for imports is therefore in high demand by African merchants, but the banks and the correspondent banking system were not designed to serve them in the internet era, where trade is no longer limited to commodities ( or primarily dominated by governments and multinationals). Despite a proliferation of payment solutions in recent years, a combination of fragmentation in the system and FX liquidity constraints remain prohibitive and effectivelyand unnecessarilycut off disenfranchised businesses and individuals from global trade completely. Until now.

Juice is leveraging the highest quality liquidity in the market, partnerships, regulation and powerful real time shifts in financial technology to bridge these gaps in liquidity and services for Africans. We believe that enabling frictionless global payments will make the life of the average business owner on the continent better. Our customers agree: in the first 10 months of Juice’s existence, we processed more than $1 billion serving only 30 businesses and with no business development efforts. Juice has tapped into something real. Now, we want to share our platform with more Africans who can benefit from it and must assemble the right team for scale.

ROLE DESCRIPTION

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We seek a passionate and experienced Head of Support to lead our growing customer support team at Juice. As a mission-driven company, we are committed to helping African businesses thrive globally. In this role, you will develop and implement strategies to deliver exceptional customer service, optimize support operations, and drive continuous improvement. You will have the opportunity to build a high-performing team, shape the future of our support function, and impact the success of African businesses.

This role is fully remote, but the expectation is for time zone compatibility with Nigeria.

RESPONSIBILITIES

• Lead and manage the customer support team:

• Build a positive and collaborative team culture that fosters continuous learning and development.
• Recruit, hire, onboard, and train new support team members.
• Coach, mentor, and provide performance feedback to team members.
• Establish clear performance expectations and hold team members accountable for achieving them.
• Develop and implement support strategies:

• Define and measure key performance indicators (KPIs) for the support team.
• Analyze customer support data to identify trends and opportunities for improvement.
• Develop and implement strategies to improve customer satisfaction, resolution rates, and support efficiency.
• Stay up-to-date on industry best practices and emerging technologies in customer support.
• Ensure high-quality customer service:

• Establish and maintain high standards for customer service quality.
• Oversee the development and implementation of customer service policies and procedures.
• Monitor and respond to customer feedback, including reviews and social media mentions.
• Proactively identify and address potential customer issues.
• Optimize support operations:

• Streamline support processes to improve efficiency and effectiveness.
• Implement and manage support tools and technologies.
• Identify and implement cost-saving opportunities in the support function.
• Collaborate with other departments to ensure a seamless customer experience.
• Stay informed of the African business landscape:

• Maintain a deep understanding of African businesses’ common challenges and opportunities.
• Stay up-to-date on relevant regulations and trends in the African business environment.
• Leverage this knowledge to tailor support strategies to the specific needs of African businesses.

Requirements and Skills:

• Proven experience in a leadership role within a customer support function.
• A strong track record of building and motivating high-performing teams.
• Experience developing and implementing customer support strategies.
• Deep understanding of customer service best practices and methodologies.
• Excellent analytical and problem-solving skills.
• Data-driven solid decision-making skills.
• Experience managing and optimizing support operations.
• Excellent communication, interpersonal, and presentation skills.
• Passion for Juice’s mission and a commitment to its values.
• Understanding of the African business landscape (a plus).

Location: Nigeria

Job date: Tue, 20 Feb 2024 23:07:04 GMT

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