Head of Customer Care at TransferGo

TransferGo is a growing fintech scale-up on a mission to make the world a fairer place for migrants. We strive to provide tailored, more affordable financial services that make people’s hard-earned money go further. Now in our 12th year, with over 370 employees in offices across Europe, we’re crafting a brilliant, relevant product that makes a difference in people’s lives and the well-being of their families.

Job Title: Head of Customer Care

Location: Lagos

Job type: Full-time

Description

• Customer Care plays a critical role in shaping the way we support our clients and, to make sure we’re doing that in the best way possible. We are currently seeking a talented Head of Customer Care in Nigeria.

Responsibilities
Here’s what you’ll be doing as a Head of Customer Care:

• Establishing, managing, and scaling a multilingual Customer Care team in Africa;
• Ensuring the required team staffing, budgeting, motivation, development, and performance;
• Ensuring that Customer Care KPIs are met successfully and clients are satisfied;
• Fostering a customer-centric culture: Ensuring that the Customer Care team lives up to the company values and prioritizes exceptional customer experience;
• Overseeing Customer Care Operational Efficiency: Ensure Customer Care operations are efficient and customer-centric, implementing improvements as needed;
• Consulting on Complex Cases: Provide expert consultation to Customer Care teams on complex cases, offering insights and guidance for effective resolution;
• Collaborating with the Competence and Quality Assurance Team: Work closely with the Competence and Quality Assurance Team to ensure alignment between changes in Customer Care, quality, and team knowledge;
• Collaborating with the Automation Team: Work closely with the Customer Care Automation Team to ensure efficiency, process improvements, and effectiveness;
• Managing Stakeholders: Act as a primary point of contact for various stakeholders, fostering collaboration and communication across teams and departments;
• Developing and enhancing policies: Contribute to the development and enhancement of the Customer Care policies and procedures;
• Continuous Improvement Initiatives: Identify opportunities for continuous improvement in Customer Care processes and procedures, driving initiatives to enhance overall effectiveness;
• Representing customer perspective with the executive management: Collect, analyze, and share customer insights with the executive management team, product team, and broader organization;
• Building scalable processes in a constantly evolving organization: Lead change and process improvement.
• You’ll report to our VP, Customer Experience & Operations.

Requirements
Here’s what we’d love from our new Head of Customer Care:

• 5+ years of experience in BPO or a Call Centre. Previous experience in the Fintech or Banking sector will be considered an advantage.
• Excellent leadership and people management skills, with a track record of developing high-performing teams.
• Previous experience in working with international teams distributed around the globe.
• Previous experience of delivering results in a fast-paced, tech-driven environment.
• Previous experience of working with such tools as Zendesk, Talkdesk would be considered an advantage.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Strong analytical skills with the ability to use data to drive decision-making.
• Excellent verbal, written, and listening skills in English and French.
• Passion for exceptional customer experience.

What Ee Offer

• Be part of building a meaningful product in a growing fintech scale-up;
• A competitive rewards package;
• Generous holiday allowance (based on tenure);
• Competitive healthcare insurance / wellbeing package from day one (based on your location);
• We truly embrace flexibility and take a hybrid approach to our working style. Most of our team members come into their local office 2 days a week.
• If you are near one of our offices, we are a pet-friendly company and we enjoy regular opportunities to connect in person (we truly value in person connection on a regular basis and celebrate in style).

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online