Customer Support Operations Manager - Moniepoint GB
Who we are
Moniepoint Group is a financial technology company digitizing Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
At Moniepoint, we are a customer-focused community, dedicated to crafting solutions that redefine our industry. We have several products that provide essential services for businesses such as credit, overdrafts, bank integration, payment gateway. etc. We leverage artificial intelligence and data to make our decisions but also have the technology and data-driven best practices used to support our businesses.
Having been able to build this self-sustaining, profitable business solving problems in Nigeria, we want to help everyone around the world seamlessly trade (or remit) with African businesses and individuals, so we are launching our UK and international financial services’ business which will be headquartered in the UK. Moniepoint GB is going to be a huge, impactful business now, and in the future.
About the role
Location : United Kingdom (Full-time)
We seek a dynamic and experienced Customer Support Operations Manager to lead our centralized customer support team. The successful candidate will be responsible for overseeing day-to-day customer support activities across various channels including email, chat, web forms, social media, and corporate inbound calls. As a key member of the Moniepoint GB Customer Support team, the Customer Support Operations Manager will ensure the delivery of high-quality support services to customers across multiple jurisdictions, with a focus on the UK, Nigeria, and Kenya.
Job responsibilities:
- Team Leadership: Lead and manage a team of customer support representatives, providing guidance, coaching, and support to ensure exceptional performance and customer satisfaction.
- Operational Management: Oversee the day-to-day operations of the customer support team, including resource allocation, workload management, and adherence to service level agreements (SLAs).
- Channel Management: Monitor and optimize customer support channels such as email, chat, web forms, social media, and corporate inbound calls to ensure timely and effective resolution of customer inquiries and issues.
- Quality Assurance: Implement quality assurance processes and procedures to maintain high standards of service delivery, including regular monitoring and evaluation of customer interactions and feedback.
- Cross-Jurisdictional Support: Collaborate with internal stakeholders to provide consistent and seamless support to customers across jurisdictions, including the UK, Nigeria, and Kenya.
- Performance Analysis: Analyze customer support metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Process Improvement: Continuously review and optimize customer support processes and workflows to increase efficiency, streamline operations, and drive customer satisfaction.
- Training and Development: Develop and deliver training programs and resources to enhance the skills and knowledge of customer support team members, with a focus on delivering exceptional service to clients in diverse geographical locations.
Qualifications:
- Bachelor's degree in business administration, management, or a related field.
- At least 5 years proven experience in a customer support or operations management role, preferably within the fintech or financial services industry.
- Strong leadership and management skills, with the 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 and jurisdictions.
- 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.
- Experience living or working in the United Kingdom is preferred.
- Commitment to delivering exceptional customer service and driving customer satisfaction and loyalty.
What we can offer you
- Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation - You’ll receive an attractive salary, pension, health insurance,, Employee Stock Options, annual bonus, plus other benefits.
What to expect in the hiring process
- A preliminary phone call with one of our recruiters
- A technical interview with the hiring manager
- A panel technical interview with our C-Suite.
- A behavioural and technical interview with a member of the Executive team.
Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.
