HEAD OF CUSTOMER SUCCESS - DEVICE FINANCING @ SELECT GLOBAL
We are looking for an experienced customer service leader to build and scale a high-performing Customer Success function for a fast-growing device financing business. This role is pivotal in shaping the customer experience strategy from the ground up, ensuring that clients receive top-tier support and value throughout their journey with the company. The successful candidate will be responsible for defining the operational roadmap and creating a culture of excellence within the support team. The successful candidate will oversee large-scale call center operations and drive operational excellence across multiple touchpoints. You will work closely with other departments to align customer success initiatives with broader business goals, leveraging your analytical skills to improve service delivery and customer retention in the competitive fintech landscape of Tanzania. This position offers a unique opportunity to lead a critical business unit during a period of rapid expansion and high impact.
Key Requirements
7+ years' experience in Customer Success, Customer Care, Contact Center, or Service Operations
3+ years in a leadership role
Proven experience managing and scaling large call center operations
Background in fintech, banking, telecom, PAYGO, e-commerce, or technology companies
Strong leadership and analytical skills
Ability to develop and implement customer success strategies from scratch
Proficiency in customer relationship management (CRM) software and data tools
Excellent communication and interpersonal skills for stakeholder management
Strong problem-solving abilities and a data-driven mindset
Experience in scaling teams in a high-growth technology environment