Customer Support Manager At Greenwheel

Greenwheels Africa is transforming urban mobility through our electric bike lease-to-own program for riders. We're looking for a Customer Support Manager to lead a dynamic support team that ensures our drivers receive prompt, helpful, and professional assistance across all channels.
What You'll Do:
Lead and manage the Customer Support team to meet service targets.
Ensure efficient multi-channel support via phone, WhatsApp, and ticketing systems.
Resolve escalated issues and coordinate with internal teams.
Monitor driver payment concerns and oversee dispute resolution.
Track and report on key performance metrics like CSAT, resolution times, and FCR. Maintain an up-to-date knowledge base and consistent team communication. Collaborate with other departments to improve the driver experience.

What We're Looking For:
Bachelor's degree in a business related field.
V4-5 years of experience in customer service, with 2+ years in a leadership role.
Strong communication, analytical, and team management skills.
Proficiency in support tools (e.g., Zendesk, Freshdesk, etc.)
A passion for improving customer experience and enabling team success