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Senior Manager of Customer Support
2 months ago
About Lyca Mobile Group
Lyca Mobile Group is dedicated to providing seamless communication across borders with affordable international calling options. As the largest global mobile virtual network operator (MVNO), we deliver exceptional value in data, calls, and minutes to 23 countries worldwide.
With a growing customer base of 16 million, we are entering a transformative phase with our innovative digital-first product suite aimed at enhancing connectivity.
Role Overview
As the Director of Customer Service, you will play a pivotal role in our expanding Customer Service division, collaborating closely with various departments to refine processes and objectives, ensuring a premier customer experience on a global scale.
This position is office-based and located in London, ideal for a driven individual eager to advance their career within a supportive team in a dynamic business landscape.
Key Responsibilities
- Establish a clear vision and strategy aimed at delivering a superior customer experience globally.
- Design and implement impactful customer experience initiatives that resonate with our clientele.
- Analyze customer feedback, maintain precise records, and benchmark against industry standards.
- Enhance and promote community engagement initiatives.
- Work collaboratively with other departments to achieve cohesive business objectives.
- Support and mentor the Customer Care team, fostering an environment of growth and empowerment.
Candidate Profile
- A minimum of 10 years of experience in managing a Customer Service team or a related field.
- Experience with international teams is advantageous but not mandatory.
- Strong understanding of digital customer service, with a proven ability to leverage technology and data for exceptional service delivery.
- Strategic thinker with the capability to inspire and lead a diverse team.
- Demonstrated expertise in stakeholder engagement and relationship building.
- Proven leadership experience in team management.
- Familiarity with the latest trends and technologies in customer experience.
