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Support Team Lead (Senegal)

Ride-hailing
remote
Yango Group is looking for a Support Team Lead to join our ride-hailing team. In this role, you will manage the support team, ensure efficient user support operations, and act as a key link between operational support and the business.
You will be responsible for
• Organizing and coordinating the daily operations of the support team • Setting tasks and monitoring team performance and productivity • Supporting professional growth through coaching, training, and development initiatives • Analyzing current support processes and identifying areas for improvement • Implementing enhancements to increase efficiency and service quality • Tracking key performance indicators and maintaining high-quality standards • Working closely with business teams, analysts, and operations managers to resolve complex cases • Contributing to service improvements and implementing new processes • Developing and adapting guidelines, workflows, and training materials with consideration for local specifics
You might be a fit if you have
• At least 2 years of experience in written customer support • Previous team management experience • Advanced English and French (C1 level) for reporting and cross-team communication • Strong analytical skills, including working with metrics, quality control, and process improvement • Well-developed leadership and communication skills, with the ability to motivate a team, resolve conflicts, and drive results • The ability to multitask and adapt quickly in a dynamic environment What we offer: • Fully remote work • Schedule: 5 days on / 2 days off, 09:00–18:00 (UTC+0) • Official employment and stability • Corporate training system to support professional development
Explore our benefits

  • Life in balance with Yango

    We know how to work hard, but we also know how to have fun together, and we are true believers that the wellbeing of our teams is important

  • Psychological support

    Available in different languages to support you when you need it most

  • Life and private health cover

    Life and private health insurance
*different conditions apply based on hiring location and position type