Customer Support Shift Lead (Senegal)
NALA, Senegal

We are on a mission to increase economic opportunity for Africans globally.

There are over 1.3 billion Africans in the world. Africa is the most expensive place to send money to and trade with.

Talent is everywhere but opportunity isn’t. How do we bridge this divide with a sense of purpose?

• Think about people living far away from their loved ones who are financially responsible and support them. Imagine how you would feel losing 8-9% of your money through fees. How do we reduce the cost of sending money home through technology?
• What about the future of work? Think about those young TikTok influencers in Uganda who make amazing content, but can’t get paid because they don’t have Visa or Mastercards yet have mobile money?
• What about the future for businesses? Think about those who are trying to do cross-border business from Africa outbound to the rest of the world? Why is it so hard to trade today? Why do people have to send money with other people physically or cash on planes? How much money and time is lost while doing this?
• What about the reliability of trade? When payments are delayed, that means business is disrupted. This costs everyone money. It loses us trust with customers.

NALA’s true impact will be measured by the opportunities we create for Africa to trade with the world and the world to trade with Africa.

Your mission is to be the frontline advocate for NALA customers, ensuring satisfaction by providing quick, effective, and empathetic support. Your role is pivotal in both delivering exceptional customer experiences and leading a team of dedicate customer support reps

• Leadership: Supervise and lead a diverse team of shift leads and customer support agents, fostering a collaborative and inclusive environment.
• Team Development: Facilitate the onboarding, training, and professional development of all customer support staff to ensure they have the skills and knowledge to successfully perform their roles.
• KPI Setting: Develop and implement clear, measurable KPIs for the customer support team that align with organizational goals and customer satisfaction targets.
• KPI Monitoring: Regularly review performance against KPIs, identify areas of improvement, and implement strategies to ensure consistent achievement of set targets.
• Interdepartmental Liaison: Act as the primary voice of the customer support team across the organization, advocating for resources, policy changes, and other support as needed.
• Customer Experience: Proactively work towards improving the customer experience, ensuring the team provides consistently high-quality support.
• Communication: Maintain clear, effective communication within the team and with other departments, ensuring that all necessary information is relayed promptly and accurately.
• Conflict Resolution: Effectively manage and resolve any conflicts that arise within the team or with customers, maintaining a positive working environment and customer relationships.
• Process Improvement: Regularly review and enhance customer support processes to increase efficiency, improve customer satisfaction, and reduce costs.
• Reporting: Prepare regular reports on team performance, customer feedback, and any significant issues or achievements to share with senior management.
• Strategy: Contribute to the strategic planning process of the customer support department and the wider organization.
• Budgeting: Oversee the customer support budget, ensuring resources are effectively allocated and costs are managed appropriately.
• Technology Utilization: Leverage customer support tools and technologies to improve efficiency and effectiveness, and stay abreast of new tools and practices in the industry.
• Compliance: Ensure all team activities comply with company policies, relevant regulations, and best practices for customer service.
• Performance Reviews: Conduct regular performance reviews for team members, providing constructive feedback and recognizing achievements to motivate and retain high-performing staff.

• 4+ years experience in a call/contact centre or as a dispatcher/receptionist in a large office.
• 2+ years experience in a Team/Shift Lead or Management position
• Experience as a shift or team leader, where you have developed team members, managed working patterns, set KPIs and monitored performance.
• Knowledge and experience of working with modern customer support tools such as Zendesk or Intercom
• You live and breathe customer experience - delivering exceptional customer experience is second nature to you
• Ability to work yo

Job Rewards and Benefits