Customer Support Lead at QuickCheck

Hey! We are growing exponentially and have to serve the next Million customers…

Are you interested in joining a fast-growing international startup, to work in the trenches by helping us reach millions of new customers who deserve to be financially included? You will be ultimately responsible for the success of our Customer support team!

About Seedstars

Seedstars is a global organization with headquarters in Switzerland and a presence in 80+ emerging markets. We are on a mission to impact people’s lives in emerging markets through technology and entrepreneurship. Our initiatives are focused on connecting stakeholders within these ecosystems, building tech companies from scratch and investing in the top entrepreneurs.

About QuickCheck

A large portion of the Nigerian population has no access to proper banking services, especially credit. QuickCheck is a fast-growing Fintech startup in Nigeria, with the mission of providing financial services to underserved consumers. We leverage artificial intelligence to build an intelligent product, which wants to be much more than just another neo-bank in Africa. Our app-based solution has been downloaded by 1 Million people and has processed over 2.5 Million micro-credit applications. A Dream Team of 100+ people is located between Nigeria and Portugal.

About the job

QuickCheck is seeking to hire a 'hands-on' Customer Support Lead to join its team based in Lagos, Nigeria. Your main duties include coordinating the Customer Support team, developing measures to maintain excellent customer service, responsible for the smooth running of the department, ensuring that there is an increase in customer satisfaction.

Responsibilities for this role include:

• Plan and coordinate activities of the customers support unit
• Create better modes of operations to make customer support easier for both team members and customers
• Provide feedback on customer activities for policy changes
• Ensuring the CRM tool is used to record interactions with clients
• Manage partnerships with collections team by implementing new processes and by setting and monitoring KPIs
• Working knowledge of customer support software, databases and tools
• Recruit, mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment

Your profile

• Proactive, with an innate drive to exploring different options for reaching results, autonomously
• 3+ years’ experience providing customer service support
• High attention to detail
• Solid management skills: ability to lead and partner with cross-functional teams Operations, Credit collections team, UX/UI, etc.) to help draft and review critical communications as needed
• Excellent communication skills to interact effectively with clients
• Extremely analytical with expert Excel skills, SQL knowledge is a plus
• Good interpersonal skills to create a cordial relationship with team members

Benefits and perks

• Be part of an international team
• A high degree of autonomy, flat hierarchy, open communication and get shit done attitude
• Pension and health insurance schemes
• Flexible working hours

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.