Customer Support, Head of Delivery

at Bolt
Location Nairobi, Kenya
Date Posted August 15, 2022
Category Delivery
Job Type Full-time
Currency KES

Description

Bolt Customer Support is looking for a Head of our Delivery Support business. This is a senior lead working globally with customers, employees and business stakeholders to deliver great experiences that attract and retain customers.

The successful candidate will have proven experience leading global support organisations, managing both in-house and supplier delivery to high levels of resolution and satisfaction in a fast paced industry.

Your daily adventures will include:

  • Clearly narrating our customer and people outcomes, proactively and reactively to ensure clarity and credibility with our business stakeholders
  • Creating and delivering continual improvements to our customer, colleague and employee experiences
  • Being a role model leading our support readiness for existing and predicted challenges and sharing ideas to decrease the workload and improve the quality and speed of Bolt’s customer support
  • Contributing to peer success through collaboration, creativity and giving critical constructive feedback
  • Identifying problems and opportunities to support our purpose and then initiate, own and contribute to solutions
  • Role modelling our Leadership framework to ensure your People are highly engaged, feeling inspired and fulfilled by their work
  • Leading initiatives to reduce the need for customer support
  • Building and maintaining transparent and productive relationships with CS business stakeholders - ensuring CS has influence to improve the Customer experience by providing timely, high quality analysis regarding the Customer’s current experience
  • Engaging our Customer Support Outsource Suppliers effectively to support our purpose
  • Optimising our Customer Support Costs through efficient service, reduction in support volume per customer order, smart geographical location choices and ongoing support agent efficiencies

What we are looking for:

  • You will have successfully led global multi million euro support functions - improving both customer experience and efficiency
  • You are a strong leader and collaborator with excellent negotiation and communication skills (both verbal and written) in English
  • You are data-driven with excellent analytical and spreadsheet skills
  • You are a team player and strong interpersonal skills managing internal and external partner relationships
  • You are experienced hiring, developing and leading culturally diverse people and teams
  • You are able to develop psychologically safe teams who bring the best version of themselves to their work
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