Head of User Support

Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world.
We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally.
Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.
Are you a technical support leader who believes that great support is the key to a great company? Are you an up-and-comer who would do things differently if given the opportunity to lead? Are your standards of excellence so high that you aren’t satisfied until your customer actually utters the word “wow”? Yassir is looking for an aggressive leader to help us build a global, wow-caliber customer support organization capable of supporting different products and thousands of customers.

Here’s how we’re going to do it

• Put knowledge at the center of the organization. We want our knowledge base to drive agent training and answer all customer questions before they are even asked. Solve tickets fast and on the first attempt. Your goal will be to increase first contact resolution (FCR) to 80% within one 8-hour shift. When a ticket comes in, we strive to answer immediately and in-shift. If we can’t, we pass it off to the next shift until the issue is solved. This requires maximizing agent quality and agility. Our agents are currently cross-trained on 2 to 3 products. With improvements to the knowledge base, you can help us increase that amount to other products. Focus on what really matters: our customers! Every single ticket or call is an opportunity to make a customer say “wow”

What You Will Be Doing

• Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar across different channels we are using ( phone , chat , emails ..) Writing Improvement Proposals. You will draw from your experience as a customer support leader to make improvement recommendations aimed at achieving 100% customer satisfaction. Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay "close to the work". 

What You Won’t Be Doing

• Delegating process improvements to lower-level managers. The person we're looking for is hands-on and lead by showing, rather than telling. Relying on gut feeling and managerial instinct. We are a knowledge-driven organization, and our managers make decisions based on hard evidence.

Head Of Customer Support Key Responsibilities

• Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift. Building an efficient support machine capable of handling different products, countries ,thousands of support tickets per week, and tens of thousands of customers in several countries