Head of Customer Service & Support

Full Job Description

Company Description

Beem is a Pan-African tech startup based in Dar es Salaam, Tanzania but with a presence across more than 20 African markets. Our unique service provides enterprises the ability to reach customers across Africa using sms, ussd, airtime and other services. Our company has been named a Forbes Africa top 20 technology startup and has also been featured on Al-Jazeera, BBC Africa and ChoiceFM.  Read more about our story at .

Position Summary

The Head of Customer Service & Support will be responsible for technical support both internally and externally and manage a team of customer service and networking engineers to ensure systems and infrastructure uptime as well handle resolution of all incoming/outgoing tickets. You’ll help triage, prioritize, assign and ensure resolution of issues, escalations of issues to other teams whilst ensuring we are satisfying customers and meeting our quality of service standards and SLAs.

You should have an urge to solve problems, prioritize and execute tasks in a high pressure environment and communicate effectively across teams internally and with customers and stakeholders at all levels. You’ll have to show patience and empathy to ensure customer needs are met and customers are satisfied. You should be able to lead a team effectively and ensure we meet our values and quality standards.

Culture, Career Growth and Development / Life At Beem

At Beem, our most valuable resource is our people. Our employee values and culture are focused on being Self Driven, Accountable, Persistent, Customer Focused, Team Player & Frugal.  We're serious about our work, but embrace fun and flexibility to get the job done. We believe that employee satisfaction starts with creating a supportive and inclusive environment where employees feel welcome no matter their personal or professional backgrounds. We’ve developed a unique culture of constant learning and are investing in developing our people. Through regular feedback on your performance and monthly reviews, you get an opportunity to discuss your challenges, aspirations, career goals and continuously keep growing in a fast-paced organization thus building a rewarding long-term career.

Responsibilities/Duties:

• Define and map OKRs for the support team and ensure weekly KPIs are being met to meet company and team OKRs.
  
• Ensure documentation, training materials, knowledge base and trackers are up to date. 
  
• Ensure systems are working within defined SLAs and appropriate escalations and communications take place if otherwise
  
• Work with network & infrastructure engineers to ensure uptime and fast resolutions of mobile operator integrations and connectivity
  
• Ensure all customer queries across all channels are responded and responded within SLAs
  
• Actively engage clients to understand requirements, seek feedback, implement and support changes requests, and present findings/learnings
  
• Ensure quality of support responses and client interactions
  
• Transform upset customers into happy ones, through a magic mix of empathy, honesty, and generosity, and escalating upwards when you need help to make it happen.
  
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• Oversee the support team, resolve any conflicts, motivate and push agents. Drive customer satisfaction metrics. 
  
• Set up practices that will help Beem scale support and customer service operations
  
• Conduct team performance appraisals
  
• Ensure habits and routines are maintained to align with company culture and standards
  
• Create and share weekly reports on all customer and technical support KPIs whilst measuring them against quarterly OKRs and internal SLAs
  

This position is for you if you:

• Have strong experience managing a high volume and high pressure support environment
  

• Have a strong computer science/telecoms/networking and or an IT system administration background is a plus
  

• Demonstrate ability to communicate effectively (both written and verbal) and to establish credibility and good working relationships with customers of all levels, including the ability to handle difficult clients and partners.
  

• Can coach, train and manage a distributed team of customer service associates and engineers to respond to and resolve customer challenges within defined SLAs
  

• Are able to effectively and efficiently prioritize and execute tasks in a high-pressure work environment to ensure timeframes are met.
  

• Have a strong commitment to proactive customer service
  

• Are calm, detail oriented and knowledgeable yet show high levels of impatience and urgency to solve problems
  

• Are an excellent project manager
  

• Are able to think strategically at a high level to ensure company goals and objectives are met
  

• Possess the ability to absorb and retain information quickly
  

• Have experience working in a team-oriented, collaborative environment
  

• Possess a can-do attitude, ready to fail and learn from failures
  

• Are a multi-tasker with the ability to wear many hats in a fast-paced environment and to change from one task to another with ease.