Customer Support Lead

Responsibilities:

• Create and manage the team goals and expectations based on the duration of goals set
• Manage a high-volume, high-velocity pipeline of leads from several channels to crush your quota
• Formulating and revising customer support policies and promoting their implementation
• Informing the team of all new information related to products, procedures, and trends
• Manage and track inquiries resolution or brief the appropriate department to complete the inquiry
• Build rapport with prospects from the initial conversation through successful activation of accounts, keeping all of your progress updated in the CRM
• Communicate with internal departments to provide an efficient workflow to handle both technical and merchants related issues
• Collaborate with the Product and Marketing Teams to collect feedback from prospects and determine the direction of Crop2Cash in the Agriculture industry;
• Delivering performance evaluations for all members of the team
• Managing the budget of the customer support department
• Create and implement structures and standard documentation for the Customer Support team
• Collaborate with HR for team recruitment and selection process
• Other relevant tasks as assigned to the employee

Requirements:

• Minimum B.Sc degree holder
• Previous experience in customer service, technical service, and other related fields
• Interpersonal skills
• Written and Oral Communication Skills
• Documentation and Presentation Skills
• Prior experience in a managerial or supervisory role will be advantageous
• Team Collaboration
• Delegation
• Prioritization and time management skills
• Proficiency in Google WorkSpace, CRM, tools, and ClickUp.
• Empathy
• Ability to speak and understand multiple languages (Hausa, Yoruba, Igbo)
• Decision Making skills