Customer Service Lead

About Afriex

At Afriex, our mission is to remove the friction of sending money across borders and to level the economic playing field on a global scale. To achieve this we are building a global payment network: a scalable and usable infrastructure that integrates existing fiat and crypto payment networks, including but not limited to crypto exchanges, banks, card processors, and public blockchains. We believe that cryptocurrency will set a new standard for secure online payments, giving individuals and merchants a seamless way to transact with anybody in the world.

Job Summary

We are looking for an experienced Customer Service Lead to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Duties and Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Creating effective customer service procedures, policies, and standards, including onboarding, training, and assessment material.
• Hiring and training new customer service associates.
• Developing, measuring, and improving KPIs for your department.
• Documenting all user interactions and communicating with Product and Engineering about relevant insights and action items.
• Analyse statistics and compile accurate reports
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Staying informed on the latest industry techniques and methods.

Requirements

• Prior working experience as a Customer Service Lead with supervisory experience
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

You’re a good fit if:

• You have prior fintech or start up experience
• You can move quickly and can be comfortable with ambiguity
• You possess strong verbal and written communication
• You have a proven track record of consistently hitting deadlines, working efficiently and to an exceptionally high standard
• You have a background in navigating and influencing complex stakeholder relationships across multiple teams, including the ability to push back effectively when needed
• You thrive in a fast-paced startup environment

About the interview

Initial interview

We’ll chat with you about your background, prior experience, motivation for working at Afriex, and other introductory things. This call is about getting to know you on your terms Technical interview: In this interview, You’ll meet with an Afriex team member, Investor or advisor to discuss how you would tackle various problems. We don’t expect you to know the answer to every question we might ask—an impressive technical interview might just mean that you asked just as insightful questions as your insightful answers.

Final team interview

After the technical interview, we’ll let you know whether we’re interested in moving forward to a final interview where you’ll get an opportunity to talk to the entire team at Afriex. We’ll ask you more questions about your leadership and organizational experience and you’ll be able to ask any questions you still have about our culture, our plans, our upcoming technical challenges, and whatever else comes to your mind.

Offer

After the final interview, we’ll let you know whether we’re interested in extending an offer. If we extend an offer, our team members will continue to be available for you to ask anyone any questions that might have come up for you since the last interview.