- Take on a leadership role by formulating and executing strategic plans in line with company objectives

- Set and ensure the reach of relevant team KPIs to help maintain excellent performance

- Develop and execute data-driven strategies for high-quality after sales support

- Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.

- Address inquiries, concerns, and tech issues related to the POS system, hardware, and more

- Prioritize both speed and quality of responses while aiming for effective resolutions

- Handle phone calls when necessary to ensure comprehensive client support

- Act as a liaison between clients and our internal teams, effectively conveying client needs

- Collaborate with cross-functional teams to address and resolve client concerns

- Continuously improve template messages for efficiency and consistency

- Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options

- Utilize client feedback to suggest improvements to our products and services

- Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs

- Disseminate product updates and important information in client group chats

- Assist in onboarding potential new accounts referred by existing clients or related contacts

- Identify upselling opportunities and contribute to customer expansion efforts

- 2-3 years of leadership experience in business, communications, customer support, or a related field

- Experience in strong written and verbal communication skills

- Comfortable using live chat platforms and phone calls to engage with clients

- Detail-oriented with a commitment to providing topnotch client experiences

- Ability to manage multiple client interactions simultaneously

- Problem-solving skills and the ability to address client concerns effectively

- Proficient in using technology tools and software

- Enthusiasm for working in a dynamic and fast-paced startup environment

- High degree of patience, empathy, and warmth

- Adaptable and able to learn systems and processes quickly

- Initiative-driven with a sincere passion for helping MSMEs