Customer Service Lead

At Mamo, we believe that our employees are our first customers and by taking care of our employees they will take care of our customers and users. No technology in the world will replace the importance of developing a relationship between our customers and our business — we believe that the human touch of being heard and listened to is an inherent part of our business success. In months and years to come, we’d like to be known as an organization that listens to its customers and takes action where results are visible. The primary job of a Customer Experience Lead is to address customer issues and resolve them in a timely and efficient manner. You will interact with customers on a variety of channels such as phone, email, and social media, and ensure that all customer concerns are being dealt with immediately, for customers. What you will do

• Serve as the main escalation point for customer support, ensuring timely and effective resolutions across all channels (chat, email, social media)
• Provide hands-on support when necessary, addressing customer concerns promptly and thoroughly
• Audit and evaluate customer interactions to maintain a high standard of service
• Track and manage CX metrics, using customer feedback to drive improvements in processes and service delivery
• Lead initiatives to enhance CX efficiency and effectiveness in a dynamic, fast-paced environment
• Maintain up-to-date documentation, including support processes and Help Center articles, ensuring team alignment and access to essential resources
• Lead and support the CX team to deliver exceptional service that reflects Mamo's values
  
  
  

What we’re looking for

• Over 4 years of experience in CX operations and service management
• Deeply empathetic with strong listening skills that foster trust and meaningful relationships
• Proven track record in elevating customer engagement and ensuring exceptional service quality through CX best practices
• Strong data-driven decision-making that supports organizational alignment and growth
• Proactive and customer-centric, focused on delivering value beyond just solving issues
• Forward-thinking, with a balance of creativity, strategic thinking, and analytical skills
• Brings fresh, innovative solutions to challenges with a unique perspective
• Excellent communication skills, both written and verbal, in English
  
  
  

Why you’ll love working here

• Startup environment that’s big on individual responsibility and leans on process and automation
• We’re big on culture. Work with stunning, supportive product, design and engineering teams on problems that matter
• You will be learning and growing all of the time. From business, product, design to engineering you will be learning from a world-class team that is caring, kind, and empathetic.‍
• Mamo has the potential for a wide-reaching impact. Mamo is taking on the challenge of bringing about a new era of financial inclusion that begins close to home by providing access and experiences that make sense. That means you will never be bored
  
  
  

🌸 Although we appreciate the potential of AI, we kindly request that you answer our screening questions independently to allow us to really get to know you.