Get to know the role

We are seeking to hire a Customer Support Lead. This is the first senior talent that we will hire into our CS team. Ambitious & passionate candidates are encouraged to apply for the role. With Hata, you will have opportunities to lead, manage, maintain and improve customer satisfaction through effective communication and prompt resolution of problems, contributing to a positive customer experience.

The must have

The day-to-day activities

• Lead all hirings of CS Associate alongside the CEO. This is an opportunity to build a team from the ground up.

• Work with the CEO to set up CS processes & SOP from scratch.

• Collectively define the culture of the CS team with Hata’s senior management.

• Supervise, mentor, and motivate the customer support team to achieve performance targets.

• Conduct regular training sessions to improve team skills and product knowledge.

• Manage team schedules to ensure adequate coverage and efficient workflow.

• Handle complex and escalated customer issues, ensuring prompt and effective resolution.

• Monitor and analyse customer support metrics to ensure service levels are met.

• Develop and maintain customer service policies and procedures to ensure consistent service delivery.

• Identify and implement improvements in customer support processes.

• Leverage customer feedback to enhance support strategies and customer experience.

• Collaborate with other departments to streamline processes and resolve issues.

• Serve as a liaison between the customer support team and other departments, such as product development and sales.

• Communicate key updates, changes, and information to the team and customers.

• Prepare regular reports on customer support performance and present findings to management.

• Analyse support data to identify trends and areas for improvement.

• Oversee the use of customer support software and tools, ensuring the team is proficient and efficient.

• Recommend and implement new technologies or upgrades as needed.

• Develop strategies to enhance customer satisfaction and loyalty.

• Ensure a positive customer experience through effective problem-solving and communication.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proficiency in customer support software and tools.

• Strong analytical and problem-solving abilities.

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Commitment to providing exceptional customer service.

• Bachelor's degree in Business, Management, Hospitality or a related field.

• Proven experience in a customer support role, with at least 1-3 years experience.

Qualifications

If you are interested in joining Hata, please send your resume to

careers@hata.io