Overview
Head of Customer Support Jobs in Cape Town, South Africa at xneelo
Xneelo is searching for an experienced individual to lead and continue to evolve xneelo’s world class customer service team.
The role reports to the Chief Executive Officer joining our senior leadership team and is based at our head office in Durbanville, South Africa.
You will play an integral part in maintaining and evolving a world-class service experience that delights our customers to the extent that they highly recommend and promote our services. Over time we have found that Word-of-Mouth referrals – when our delighted customers recommend xneelo – is one of our primary forms of marketing and a powerful driver of customer loyalty and growth.
You will lead your team’s relentless pursuit of consistently enabling our customers to transact online. Your passion for and deep appreciation of simple service, efficient & scalable processes and business philosophies will drive your team’s delivery and team culture.
You will be expected to bring a tenacious, hands-on response to the dynamic influences shaping and differentiating our customer service experience in a global market.
What you’ll do:
Relentlessly seek to optimise the Customer Service capabilities and strategically enable the future:
Enable a strong people and service oriented culture within your business unit.
Mentor your team on the application of sound service principles and ensure consistent execution according to quality standards.
Scale the Customer Service organisational structure, process and technology to accommodate customer growth.
Optimise process workflows, define new standards and set the direction.
Collaborate with heads of business and ensure that new product rollout is well supported by the service teams.
Model kindness and competence.
Accept ownership as the final point of customer service escalations.
Foster healthy inter-team relationships and reinforce the common purpose to deliver exceptional service throughout the value chain.
Develop outstanding leadership and a simple environment where people and our products can flourish.
Who you are:
You are considered wise, fair and firm by others. You are a discerning listener; calm, sincere, deliberative and direct in your communications.
You have a passion to see people succeed in their role and engage in their contribution to a higher, intrinsic organisational purpose, regardless of their role.
You are incredibly smart about asking the “dumb” questions hiding in plain sight.
You are shrewd and decisive in addressing obstacles that stand in the way of a thriving environment.
You love simplicity and efficiency. You are able to relay complex ideas in simple terms.
You are an exceptional judge of character and talent. You are an excellent and experienced coach.
You know when to micro manage and when not to.
You know how to scale yourself.
You engage teams effectively in identifying impediments, solving them and driving solutions.
Qualifications and Experience:
You have worked in the service industry for at least 8 years.
You have managed a reasonably sized team of service consultants for at least 5 years.
Mass market service industry experience will be hugely beneficial.
You hold a relevant degree or equivalent tertiary education.
At xneelo, our sincere desire is that our team members are inspired by their success and able to operate with a high level of discretion and autonomy guided by our principles and values. We hope this appeals to you and look forward to hearing from you.
Title: Head of Customer Support
Company: xneelo
Location: Cape Town, South Africa
Category: Customer Service/HelpDesk (Bilingual, Client Relationship Manager, Account Manager, Customer Success Mgr./ CSM), Management (Client Relationship Manager, Account Manager)
