Customer Success Lead

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We are hiring a Customer Success Lead, who cares about only one thing: how happy our customers are, which is core to our mission at KazaCare.

Our Customer Success Lead will work with a team of agents to measure customer satisfaction, fix customer satisfaction issues, find new ways to satisfy customers, to keep our customers coming back, refer our service to other families, and ask us for new and more exciting services.

Roles and Responsibilities:
 

• Make customers successful! Handle inbound requests promptly, and provide customers more than they asked for.
  
  
• Manage our day-to-day customer success operations and current customer accounts 
  
  
• Take ownership of customer issues and follow any problems through to resolution
  
  
• Create clear strategies and systems of monitoring to achieve customer satisfaction goals
  
  
• Use and co-design the technology platform we are building to match, track, monitor, and manage each customer case.
  
  
• Continuously analyse feedback and data to improve our customer experience to build sustainable and engaged relationships with our families
  
  
• Develop procedures, policies, and standards for service excellence
  
  
• Recruit, mentor, train, and develop customer success agents and nurture an environment where they can excel through encouragement and empowerment 
  
  
• Keep ahead of industry developments and best-in-class practices in customer experience​

Qualifications:

• You have at least 5 years working experience
• You have led a team of at least 5 people, and have promoted people on your team
• You have successfully set up systems, processes, and goals to organise your team's work
• You look at customer issues as classes of problems, and tackle them for large groups of customers, and not for single customers
• You are fast at emails, and fluent with technology
• You speak English, French, and Creole equally well
• You have a driving license
• (Bonus) if you have worked in hospitality, medical, or care sectors
• (Bonus) if you have experience as a customer service manager

 
Your Profile:
 

• You are empathetic and caring
• You are passionate about customer service
• You have the ability to manage a large number of tasks and customer requests
• You remain calm under pressure
• You enjoy solving problems and are entrepreneurial and resourceful
• You are efficient and organised, and create systems to manage your work and life
• You have excellent spoken and written communication skills
• You enjoy leading and motivating others to grow
• You are a team player, and are generous with your knowledge, skills, and time
• You are hungry to learn and grow, and thrive in a fast-paced environment