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Who We're Looking For - The Dream Maker We're in need of a Global Customer Support (SaaS) Team Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of support managers, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud. Your Arena:
* Manage and lead a team of offshore support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
* Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower Chargeflow's end-users.
* Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
* Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
* Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
* Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the company’s growth.
* Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
* Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
* Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

Who We're Looking For - The Dream Maker We're hiring a Global Customer Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud. Your Arena: Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
* Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower Chargeflow's end-users. Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed. Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement. Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
* Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the company’s growth. Onboard and mentor new employees , enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards. Proactively provide hands-on assistance and guidance to team members , offering support in handling escalated customer inquiries or resolving issues promptly and effectively. Closely collaborate with other departments , such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

We are looking for a Vice President of Operations for an execution-focused leadership role, responsible for overseeing the day-to-day operations of the company. The VP of Operations will work closely with senior leaders to drive continuous improvement, optimize performance, and support growth and profitability. The successful candidate will take a proactive approach to planning, developing, implementing, and managing operations at Jifiti, handling both technical and procedural aspects directly.

Responsibilities:

Oversee, manage, build, and optimize our Support, Project Management, and Implementation teams:
Ensure smooth operations and collaboration across all functions, including leading first responders, T2 support, and escalation processes. Foster effective collaboration with teams such as R&D, IT, Product, Business, and Account Management. Additionally, guide and train the Project Management team to ensure seamless integration and alignment with other key departments.

Strategic and Operational Leadership:
Collaborate with the CEO and executive team to develop, implement, and achieve strategic and operational plans that align with company objectives and long-term goals.

Process Improvement:
Continuously assess and improve operational processes to boost efficiency and productivity across the company and between departments.
Foster cross-functional collaboration and effective communication.
Use data and analytics to drive decision-making and operational improvements.

Financial Oversight:
Develop and manage the operations budget.
Ensure financial targets are met across all Operations teams.
Analyze financial reports and develop strategies to optimize performance and profitability.

Compliance and Risk Management:
Ensure that operational activities adhere to all relevant regulations, laws, and industry standards.
Develop and implement risk management strategies to mitigate operational risks.