As Tutuka’s Customer Support Team Lead, you’ll be trusted to lead by example and ensure that all Customer Support members have the tools and assistance they need in order to complete their tasks and ensure customer satisfaction.
We have an amazing Global Customer Support team ensuring everyday that our customers are happy and now we need you!
Our customer support team provides high-level support and issue resolution to our clients around the world. Sometimes they will be technical queries, sometimes invoicing queries. The role of the team members is to understand what they can fix themselves, and what needs to be fixed or investigated by another department.
Fostering a Worldwide Team Culture and encouraging all team members to openly communicate with each other and between departments is crucial to the team’s success.
What you get to do:
- Leading and coaching the customer support team
- Maintain broad knowledge of products
- Identifying and implementing process improvement
- Training, educating and nurturing the team's knowledge base
- Acting as a point of escalation for any complex customer care issues
What it takes to succeed:
Leadership experience in a customer support centre
Proven managerial experience is essential for this role, you must be positive, hard working and articulated in order to be successful. In addition to this, you are able to drive vision and purpose to motivate team members towards success.
You enjoy the diversity of working with multi-cultural teams and customers.
Excellent customer orientation
You are emphatic and you get energy from happy customers.
You understand API’s and have, ideally, worked with API’s in the past. In addition, you are able to grasp and learn how to work with multiple systems, do technical troubleshooting and enjoy resolving technical queries.
You see opportunities to improve processes and convey them into long-term goals for improving customer experience.
Excellent English and great communication skills
You are articulate and can effectively communicate at all levels.
- Knowledge of the payment processing industry
- You know (and thrive in) the startup environment
What you can look forward to:
At Tutuka we value making a difference to the lives of the people who work for us and who live in the communities where we operate. As values are important to us, you can look forward to working alongside fellow Tutukans, who share these values. You’ll be part of a team that is passionate about making a difference on a global scale.
We focus on building strong, diverse teams built from different backgrounds, experiences & identities.
Join the Tutuka team!
Tutuka is an award-winning global Fintech with an enterprise-level, highly scalable, highly secure financial processing system that powers tens of millions of transactions and makes it easy for people to issue, redeem and reconcile prepaid cards all over the world. We have clients in 35+ countries, team members in 30+ countries and process 1B+ USD per year in transactions.