Support Group Lead
On-site · Bamako, Bamako, Mali
Job Summary
Support Group Lead in Bamako, Mali, leading a customer-support team to deliver world-class service. Responsibilities include managing day-to-day support operations, responding and escalating issues, implementing processes to boost customer satisfaction, formulating and updating support policies, disseminating product/procedural information, analyzing support metrics, delivering performance evaluations, conducting monthly 1-on-1s, and providing reports to ensure effective service delivery. Requires a Bachelor's degree, 2+ years of experience as a Customer Service Manager (and 1+ year as a CSR), fluency in French and Bambara, and intermediate English. The role is a permanent, in-person position located in Bamako with work authorization in Mali.
Required Qualifications
- Bachelor's degree
- 2+ years of experience as a Customer Service Manager or equivalent
- 1+ year of experience as a Customer Service Representative
- Fluency in French & Bambara
- Intermediary level in English
- Work authorization in Mali is required
Additional Requirements
- None specified
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