SimpleKYC is looking for a Customer Care Lead to work within our Customer Care (Customer Support) area.

The ideal candidate will have a proven track record in Customer Front Line Support and Customer Care in an Agile environment, with a minimum of 3 years working experience.

A successful candidate should have or be able to demonstrate:

• Flexibility, Enthusiasm and motivation.
• Excellent interpersonal skills.
• Professionalism, helpfulness, & politeness at all times.
• Mature attitude and be adaptable to change.
• Trend Analysis and Problem management.
• Work with a variety of business and technical teams to enhance service.
• Passion for problem solving .
• Ability to remain calm in stressful situations.
• Develop knowledge and skills accordingly.

Previous customer support experience and team management is essential.

You will be a strategic thinker with analytical and problem-solving capabilities. You must possess excellent written and verbal communication skills.

Proven ability to influence and build relationships at all levels across the business is essential.

• Being the first point of contact for customers seeking assistance (digital and email).
• Triage (qualifying) and documenting the problems raised by customers.
• Defining and implementing customer care process and controls.
• Ensure appropriate standards and procedures are adhered to.
• Systems monitoring.
• Internal and external status and reporting updates.
• Input to requirements and development teams on issues and possible solutions.
• Leading team of care analysts.