About PressOne Africa:

PressOne Africa is rapidly scaling its innovative communication solutions tailored to the needs of entrepreneurs across Africa. As we grow, we are committed to ensuring our entrepreneurs get the most out of our platform and have a seamless experience at every touchpoint.

Today, we are the go-to platform for entrepreneurs who want a better business phone number with centralised conversations, professional welcome, call routing, and more. We are the currently simplest way to build great customer experiences, and we poised to make even greater strides in transforming how entrepreneurs communicate.

Role Overview:

We're on the lookout for a customer support manager. You will be responsible for overseeing our customer support team and ensuring that our customers receive timely and effective assistance. You will play a key role in managing a team of support representatives and driving continuous improvement in our customer support processes. If you are passionate about ensuring customers are happy, satisfied, and getting the most value from the products or services they've purchased, you are the one we are looking for.

Key Responsibilities:

1. Customer satisfaction: Maintain high levels of customer satisfaction by ensuring prompt and professional support.
2. Quality Assurance: Monitor and consistently improve the quality of customer interactions.
3. Process Improvement: Identify areas for process improvement and implement changes to enhance the customer support experience.
4. Issue resolution: Assist in handling escalated customer issues, ensuring prompt and satisfactory resolutions.
5. Collaboration: Analyse customer support requests and work cross-functionally with the product and marketing teams to share insights and drive customer-centric initiatives.

Who you are:

• Bachelor's degree in psychology, Business, or a related field.
• Proven experience in customer support, customer success, or similar roles.
• Proficiency in data analytics tools and CRM systems.
• Strong leadership and management skills are crucial.
• Strong communication skills with a customer-first mindset.
• Demonstrated ability to take initiative and work independently.

What We Offer:

• Competitive salary and benefits.
• Role in a high-growth, dynamic environment.
• Continuous learning and growth opportunities.
• Chance to shape the future of business communication for entrepreneurs in Africa.

Who we are, and What working with us is like:

• We've successfully launched a product that's gaining traction.
• Our journey is backed by some of the most respected investors in the ecosystem.
• Our team is extremely mission-driven and everyone works incredibly hard to push the mission forward.
• Our office is on Admiralty way, Lekki Phase 1, we've embraced a flexible hybrid work model, with team members collaborating in-person a couple of times a week.
• As we transition to our growth phase, we're all about intense collaboration and refinement. While it's not for the faint-hearted, it's perfect for those who prioritize lasting impact over short-term rewards. If you're driven by innovation, eager to dive deep into fundamentals, and want to contribute to something transformative, you'll fit right in with our team.

Applications will be reviewed and shortlisted weekly. We will close the job opening once we find the right person. We look forward to meeting you.