Team Lead, Customer Success
Reliance HMO is a technology driven health insurance company that has integrated technology into every sphere of health-care management. The company started in 2017 with a vision of using technology to make insurance accessible and easy to use.
We are recruiting to fill the position below:
Job Position: Team Lead, Customer Success
Job Location: Lagos
Job Description
What is the role?
We’re currently seeking a Team Lead with the passion and skills to drive our passion for fanatical customer service. The ideal candidate will:
- Develop a customer success strategy and execution playbook for both retail and corporate clients, including relationship management for larger corporate clients
- Lead and train members of the customer success team towards executing goals and metrics
Who we're looking for
The ideal candidate will have the following skills and qualifications:
- Minimum of 6 years post NYSC experience in a customer support role with at least 3 years in a supervisory role
- Experience in managing call center metrics and operations including agent performance monitoring, customer satisfaction monitoring, call flow monitoring, agent staffing and shift scheduling
- Additional experience in relationship management would be an added advantage
- Deep experience with telephone, email and chat etiquette required
- Ability to develop a curriculum for and execute relevant customer success and product training
- Ability to communicate clearly and concisely in written and spoken form including comfort with using writing and communications technology e.g. email, chat, teleconferencing
- Ability to think strategically and creatively while being able to execute with attention to detail
- Empathetic, self directed, self motivated, gritty
Compensation and Benefits
In addition to working in an exciting work space while creating an industry defining company, you’ll receive the following benefits:
- Industry competitive salary and pension
- Unlimited paid vacation (yep, you read that right)
- Flexible work hours
- Health insurance (of course)
- Work related in-kind allowances e.g. mobile phone, airtime
- Gym and spa access
- Optical and dental care
What to do if you're interested:
- Complete the application, tell us about yourself and upload your resume highlighting your education and experience.
Note: We’re proudly an equal opportunity employer, meaning we don’t consider age, gender, tribe, race, religion or sexual orientation in making our hiring decisions.
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