Customer Care Lead

at  EZYPAY

Customer Care Lead
At Ezypay, we want to ensure the right outcome for our partners and merchants. We are building out our customer support team by to go above and beyond our existing support offering.
The ideal candidate has previous experience building out a new service team. This multifaceted department will resolve questions and issues and proactively anticipate our partner and merchant support needs. The team will orchestrate the incident management process to resolve incidents promptly and effectively. Moreover, the Customer Care team provides valuable product usage guidance to customers, acting as a knowledgeable resource for addressing inquiries, offering expert advice, and promoting optimal usage experiences.

REQUIREMENTS

• Minimum experience of 3 years in leading a customer-facing team, preferably handling customer service, care, or success.
• Outstanding communication (written and spoken) and active listening skills.
• A high degree of empathy and patience for customers, end users and internal stakeholders.
• Enthusiasm and passion for your job everyday by bringing a positive, can-do attitude and excitement in all you do.
• Sets high stretch standards of performance for yourself and others. Have a low tolerance for mediocrity and a high sense of responsibility.
• Proficiency with customer service software and excellent attention to detail
• Ability to communicate in more than one language will be a plus.

• Manage and mentor a team of Customer Care Analysts. Act as an escalation point for complex issues.
• Drive ongoing improvement to customer support processes, seeking feedback from customers and internal stakeholders so that we continually improve our service standards.
• Manage our incident responses, ensuring internal stakeholders and external customers are kept informed of the status of an incident.
• Provide product usage advice to customers - understand their need and what they are trying to do and teach them the best way to do it.
• Identify, contribute, and maintain the support knowledge base (both customer and internally facing).
• Support the ongoing enhancement of customer service functions through data-driven insights and actionable recommendations.