Head of User Support

Job Description

<strong>About Yassir</strong><p><br></p>Yassir is the leading super App for on demand, ride-hailing, last-mile delivery, payment services and more, set to change the way daily services are provided. It currently operates in 45 cities across multiple countries. It has raised $150 million in Series B funding, five times what it raised in its previous priced round last November with world class investors such as BOND and Y Combinator, which is the precursor of the likes of Airbnb, Stripe, Dropbox, Doordash, among others.<p><br></p>We’re not just about serving people – we’re about creating a marketplace to bring people what they need while infusing social values.<p><br></p>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.<p><br></p>Here’s how we’re going to do it<p><br></p><ul><li>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”<br><br></li></ul>What You Will Be Doing<p><br></p><ul><li>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”. <br><br></li></ul>What You Won’t Be Doing<p><br></p><ul><li>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<br><br></li></ul>Head Of Customer Support Key Responsibilities<p><br></p><ul><li>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<br><br></li></ul>*As a company, we are passionate about diversity and inclusion, 40% of our team are women leaders in the tech sector. Research shows that women do not apply for jobs if they do not meet all of the requirements. We would like to hear from you if you feel you would be a good fit for us!<p><br></p>Do you want to become part of our first-class team? Then you absolutely have to send us your application. 🚀<p><br></p>PS: And if you want to stand out in your application, just let us know in your cover letter why we should have in our team. 💡<p><br></p>Diversity &amp; Inclusion &amp; Engagement:<p><br></p>We celebrate diversity and are committed to creating an inclusive environment for all employees, as we believe diverse teams are more successful in the long term. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, and we encourage all people equally to apply for jobs with us.<p><br></p>Basic Requirements<p><br></p>At least 5 years of customer support experience, with at least 2 years in a hands-on customer support management role.<p><br></p>Very good knowledge of the Zendesk tool<p><br></p>The candidate should have experience in configuring or participating in the configuration of tools like Zendesk and collaborating with product teams to enhance the help center<p><br></p>English &amp; Arabic<p><br></p>French is a plus