Related skills
crm data analytics salesforce zendesk root cause analysis📋 Description
- Lead and coach a team of Issue Resolution Officers.
- Own escalation path for complex issues with clear responses.
- Root cause analysis; collaborate with Product and Engineering to fix root causes.
- Guard compliance; align resolutions with policies and data privacy laws.
- Standardize excellence; develop SOPs, playbooks, and FAQs.
- Data-driven insights; track SLA adherence and CSAT to drive improvements.
🎯 Requirements
- 3+ years of experience in customer support or issue resolution in fintech.
- At least 2 years in a leadership or supervisory role.
- Experience with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce).
- Knowledge of Nigerian financial regulations and data privacy requirements.
- Experience in a fast-growth startup or scale-up environment.
- Deep analytical skills; identify patterns and act on data.
🎁 Benefits
- Culture: people-first, inclusive environment.
- Learning: learning and development with knowledge sharing and internal talks.
- Pension and health insurance.
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