Customer Success Group Leader

  • Luno
  • Cape Town
  • Jun 15, 2022
Full time Customer Service

Job Description

Customer Success Group Lead, Cape Town

 

The world is changing. We all want something different.

At Luno, we see you as an individual, and we want to unleash your potential and empower you to become the best possible version of yourself.

Luno welcomes crypto lovers and crypto newbies. You - just like everyone in the world - are on your own unique crypto-learning journey.

We are a mission-driven cryptocurrency company that is building more open and equal access to the future of money. You don’t have to know lots about crypto to be interested in joining us, you just have to feel that upgrading the world to a fairer financial system matters, and that you’d like to be part of this global change. We’re a passionate and committed team taking on a challenge of epic proportions. Like the first moon landing, it requires a special kind of people working together with unusual skill, focus and determination. We need the best team on board for our mission. 

If that sounds like a culture you’d thrive in, then we are excited to hear from you.

A little about us

  • Luno means moon in Esperanto, we chose the name because at night, wherever you are in the world, you look up at the same moon. We believe in the power of working together, as one team, across borders, with clear focus and shared purpose.
  • Our popular mobile app and website helps people around the world grow and manage their money using the world's most mature cryptocurrencies: Bitcoin, Ethereum and USDC. We’ve processed over $21 billion to date.
  • Over 7 million customers across 40 countries have chosen to hold their crypto wallets on Luno because we offer a delightfully simple experience and bank-grade security. 
  • We're part of the Digital Currency Group, named in 2021 as one of TIME magazine’s 100 Most Influential Companies, in the “Disruptors” category alongside Tesla, AirBnB, SpaceX, Peloton. TIME noted that DCG is “mainstreaming cryptocurrency”.
  • We’re proud to be one of the world’s most international cryptocurrency teams, with colleagues from 43 different nationalities working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria, Australia and Singapore. Financial inclusion is part of our mission, but on a deeper level, inclusion is a way of life, and a way of work for us. It is part of who we are as a company, and a group of human individuals.

The role in a nutshell:

 

Group leaders are accountable for the outputs of the teams reporting into them. Their targets include both quantitative and qualitative metrics. 

Group leaders focus on the performance, growth and development of their team Leaders, who in turn focus on the performance, growth and development of their associates. The role will require you to ensure your Team Leaders’ priorities remain focused on supporting their Associates and in developing a high performing team of leaders. You will also be a champion of customer satisfaction and drive this within the team.

Your mission will involve:

People Management

  • Be responsible for the performance, direction, coordination, motivation and evaluation of your direct teams.
  • Manage, lead and develop a team of up to 4 Team Leaders. Coach and support them to build a work environment where Associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
  • Ensure that the team leaders and associates fulfill their KPI's
  • Look at trends to control long-terms performance, use data to track performance trends
  • Create a positive work environment and nurture a culture within the team that consistently demonstrates alignment with the Moontality principles.
  • Ensure best-practice sharing between high-performing teams and the rest of CS takes place to improve overall performance.
  • Staff management for their respective team in terms of turnover / attrition (promotions, regrettable and non-regrettable leavers), development and performance in their teams. 
  • Regularly review CPH targets, and ensuring required trainings takes place
  • Review performance trends and opportunities and take continuous action to improve the performance.

Project and Operations Management

  • Responsible for the overall performance and operational delivery of their respective customer success teams. This will require working with, and influencing on behalf of the customer, key stakeholders such as Workforce, CIS, Training and Quality Assurance.
  • Lead CS-wide projects focusing on certain improvement areas.
  • Driving projects to improve KPI performance within the teams or CS as a whole.
  • Review and analyze Metrics, take note of trends, escalate issues and implement corrective action plans.
  • Hire top talent by devoting significant time to assessing, interviewing and recruiting new candidates (external and internal hiring loops), as well as conducting succession planning

 

The ideal Lunaut for this role, will have:

  • Candidates must have completed a Matric/Grade 12/NQF4 or equivalent of higher qualification (S)
  • At least 3 years experience managing 3-4 people managers
  • At least 3 years experience in a contact centre environment using live chat, email and voice channels
  • Strong focus on performance delivery
  • Ability to manage a team of team leaders
  • Planning, organising and executing on wider team projects
  • Extensive experience dealing with employment-relations matters
  • Proven track-record of strong team performances in the past
  • Mature with a high level of emotional intelligence
  • Strong drive to guide and inspire larger team structures
  • Excellent ability to coach, develop and performance manage
  • Critical and analytical thinking
  • Strong data drive
  • Excellent understanding of all support functions in the CS environment, and how they are interrelated to drive and improve performance in CS as a whole
  • Passion for improving Luno's customer satisfaction, and passion for people

Advantageous:

  • Prior experience in a similar role
  • A degree in a related discipline
  • Experience in a rapidly scaling environment

We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.