Job Description

Job Title: Support Service Team Leader

Brief Summary

We are seeking a highly motivated and experienced Support Service Team Leader to lead our support team in providing exceptional service to our clients. The successful candidate will be responsible for overseeing the daily operations of the support team, ensuring that all client inquiries are handled efficiently and effectively. The ideal candidate will have excellent leadership, communication, and problem-solving skills, with a strong focus on customer satisfaction.

Key Responsibilities

• Lead and manage a team of support staff to ensure that all client inquiries are handled in a timely and professional manner
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the support team
• Monitor and analyze support team performance metrics, identifying areas for improvement and implementing changes as needed
• Provide coaching and training to support staff to ensure that they have the skills and knowledge needed to provide exceptional service to clients
• Collaborate with other departments to ensure that client issues are resolved quickly and efficiently
• Stay up-to-date with industry trends and developments, making recommendations for improvements to the support team

Requirements

• Bachelor’s degree in a relevant field, such as Business Administration, Management, or Customer Service
• Minimum of 3 years of experience in a leadership role, preferably in a customer-facing environment
• Proven track record of leading high-performing teams and improving customer satisfaction
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members
• Strong problem-solving and analytical skills, with the ability to think critically and outside the box
• Proficiency in MS Office and other software applications, with the ability to learn new systems quickly
• Certifications such as ITIL or Six Sigma are an asset
• Fluency in English and Amharic is required, with knowledge of other local languages being an advantage