Customer Support Personnel

Supervisory Responsibilities
Oversee the team responsible for managing the help and knowledge base management system portal
Supervise the team responsible for managing ticketing platforms such as HubSpot and Zoho
Lead the development and implementation of onboarding guides in collaboration with the onboarding team
Manage relationships with Tespire’s customers and schools
Supervise super agents who provide onsite school support
Duties/Responsibilities
Develop and implement strategies to improve customer satisfaction and reduce customer churn
Manage and maintain the help and knowledge base management system portal
Oversee the processing and resolution of customer inquiries through ticketing platforms
Contribute to the development and implementation of onboarding guides
Manage relationships with key customer accounts
Train and develop super agents who provide onsite school support
Implement international best practices in customer service and support
Work with the global HR team to develop and implement HR policies and procedures, taking into account the unique needs of Africa
Manage the recruitment and onboarding process for new employees
Manage employee relations, including conflict resolution and grievance handling
Conduct employee surveys and gather feedback to improve the work environment
Track and monitor OKRs for the People team
Ensure that the People team’s culture aligns with the company’s overall culture and values.
Required Skills and Education
Bachelor’s degree in Business Administration, Customer Service, or a related field
2+ years of experience in a customer support or customer experience role
Strong understanding of customer service principles and methodologies
Experience managing customer support teams
Expertise in implementing international best practices in customer service
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Ability to prioritize and manage multiple projects simultaneously
Proficiency in English language, both written and spoken
Experience
Experience managing the help and knowledge base management system portal
Experience with ticketing platforms such as HubSpot and Zoho
Experience developing and implementing onboarding guides
Experience managing customer relationships
Experience supervising and developing customer support agents
Familiarity with international best practices in customer service
Bonus Points:

Experience working with educational technology products
Experience with CRM systems such as Zoho, Salesforce or HubSpot
Fluency in other languages, such as French or Portuguese
Extra:
Job Type: NAN

Onsite Location: Abuja, Nigeria