Customer Success Team Leader at Moniepoint Inc. (Formerly TeamApt Inc.)

• As a team leader, you will lead, mentor, and train the customer success team, while collaborating with internal stakeholders to uphold the highest standards of customer service and exceed customer expectations.
• The Customer Success Team Leader is responsible for fostering strong customer relationships and ensuring optimal utilization of Moniepoint's products or services to maximize customer ROI. This role requires in-depth knowledge of our offerings to effectively educate and support customers, coupled with excellent communication skills to engage with individuals of varying technical backgrounds.

Job responsibilities:

Team Leadership:

• Manage and supervise a team of customer support agents, providing guidance, coaching, and support to ensure exceptional performance and customer satisfaction.
• Foster a positive team environment and encourage continuous improvement.

Operational Management:

• Oversee the day-to-day operations of the customer support team, ensuring adherence to service level agreements (SLAs).
• Manage resource allocation and workload distribution effectively.

Welfare and Team Cohesion:

• Ensure the well-being and motivation of team members.
• Promote team-building activities and strategies to enhance team cohesion and morale.

Shift Scheduling:

• Create and manage shift schedules to ensure adequate coverage across all support channels and time zones.
• Address and resolve any scheduling conflicts or issues promptly.

Training and Development:

• Implement and oversee on-the-job training programs for customer support agents.
• Ensure team members are equipped with the necessary skills and knowledge to deliver exceptional service.

Quality Assurance:

• Monitor and evaluate customer interactions to maintain high standards of service delivery.
• Implement quality assurance processes and provide regular feedback to team members.

Qualification

• Bachelor's degree in business administration, management, or a related field.
• At least 5 years of proven experience in a customer support or team leadership role, preferably within the fintech or financial services industry.
• Strong leadership and management skills, with proven ability to motivate and inspire a team to achieve goals and targets.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Experience managing customer support operations across multiple channels.
• Familiarity with customer support software and tools, including CRM systems and ticketing platforms.
• Analytical mindset with the ability to interpret data, analyze trends, and make data-driven decisions.
• Strong organizational and problem-solving skills, with a focus on delivering results and driving continuous improvement.
• Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
• Demonstrated ability to thrive in a fast-paced, dynamic environment, with a keen attention to detail and the ability to prioritize effectively.