Scarpel Telecom is hiring a Support Group Lead responsible for managing and leading a team of customer support representatives. You will set goals, monitor performance, ensure excellent customer service, and implement processes to enhance customer satisfaction, supporting our mission to deliver essential services.

What You'll Do

Manage the customer support day-to-day functions of your team.
Respond and escalate customer support issues.
Implement customer support processes to enhance customer satisfaction.
Formulate and revise customer support policies and promote their implementation.
Inform the team of all new information related to products, procedures, and trends.
Assess support statistics and prepare detailed reports on the findings.
Deliver performance evaluations and follow the disciplinary process according to company policy.
Conduct 1-on-1s every month with the customer support representatives assigned to you.
Report relevant information to the support team leads for the excellent functioning of the service.
Assess Support representatives monthly.
Listen to phone calls and improve quality.

What We're Looking For

Fluency in French.
Intermediary level in English.
2+ years of experience as a Customer Service Manager or equivalent.
1+ year of experience as a Customer Service Representative.
Bachelor's degree.
Work authorization in Côte d'Ivoire.

Nice to Have

Demonstrate tenacity and a willingness to go the distance to get something done: work flexible hours.
Can think strategically and lead.
Comfortable defaulting to over-communication and overreaching when it comes to coordination.
Excessively detail-oriented and seek to achieve excellence in everything you do.
Client-oriented and have strong interpersonal skills.
A diplomatic speaker.
Have a teamwork spirit.
Available every day of the week, including weekends, if necessary.
Significant experience managing a large team of Support Representatives.

Team & Environment

You will manage a large team of Support Representatives and report to the Support team leads.

Benefits & Compensation

Generous health insurance for yourself and your dependents.
Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers).
Subsidized childcare when you return to work.
Subsidized gym memberships and fitness classes.
Airtime reimbursement.
Free food and a beautiful office space.
Competitive salaries calculated using a transparent formula.