Location: Accra, Ghana (in partnership with Bee & Bloom Digital)

Contract Type: 6-Month Contract (Subject to Extension Based on Performance)

Salary: GHS 4,000 – GHS 6,000 Gross Monthly

About Traaple

Traaple is a pioneering travel research and technology company dedicated to revolutionizing how travelers discover and book activities across Africa. Our innovative digital platform connects users with unique experiences and adventures, enhancing their travel journeys. We are expanding our operations to Ghana and are seeking a passionate and experienced Customer Success Manager to lead our customer service unit in this vibrant market.

Job Overview

The Customer Success Manager will be responsible for establishing and managing the customer service unit in Ghana. This role is critical in ensuring that our customers have a seamless and enjoyable experience with our app. The ideal candidate will be a proactive leader with a strong background in customer service and a deep understanding of the travel industry.

Responsibilities

• Develop and implement a comprehensive customer service strategy aligned with Traaple’s mission and objectives.
• Establish and refine customer service processes, policies, and standards to ensure high-quality support.
• Recruit, train, and manage a team of customer service representatives.
• Foster a positive and productive team environment, encouraging continuous learning and improvement.
• Provide exceptional support to Traaple users through various channels, including email, phone, and live chat.
• Resolve customer issues promptly and effectively, ensuring a high level of customer satisfaction.
• Monitor and analyze customer service metrics and performance data.
• Prepare and present regular reports on customer service performance, including key insights and recommendations.
• Gather and analyze customer feedback to identify trends, issues, and areas for improvement.
• Collaborate with product development and marketing teams to integrate customer insights into the app’s features and services.
• Develop and implement customer success initiatives to drive user engagement and retention.
• Create and maintain resources such as FAQs, user guides, and tutorials to assist customers in using the app effectively.

Key Results

• Recruit and onboard at least two additional customer service representatives within the first 2 months.
• Achieve a customer satisfaction score (CSAT) of 85\% or higher by the end of the first 6 months.
• Reduce average response time to customer inquiries to under 2 hours within 3 months.
• Resolve 90\% of customer issues on the first contact by the end of the first 6 months.
• Increase user engagement with the app’s features by 25\% within the first 6 months.
• Achieve a higher user retention rate by the end of the first 6 months.
• Implement a system for collecting customer feedback and suggestions within the first month.
• Provide weekly and monthly reports on customer feedback and recommended product improvements.

Qualifications

• Bachelor’s degree in Business, Hospitality, Tourism, or a related field.
• Minimum of 3 years’ experience in customer service management, preferably in the travel or technology industry.
• Proven track record of building and managing high-performing customer service teams.
• Strong leadership and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Ability to analyze data and make informed decisions.
• Proficiency in using customer service software and tools.
• Passion for travel and a deep understanding of the African travel landscape is a plus.
• Knowledge of CRM software a plus.