Head of Customer Service

About the Role

Digital Equb Financial Technologies PLC is expanding its team and seeking an experienced leader to head and scale the customer support function. As Head of Customer Service, you will lead the delivery of an excellent, trustworthy, and culturally sensitive customer experience across all channels while ensuring fast issue resolution, regulatory compliance, and continuous service improvement.

In this senior leadership position, you will build processes, manage teams, and serve as the voice of the customer across the organization, working closely with Product, Technology, Legal, and Marketing teams.

Key Responsibilities

• Define and execute the customer service strategy aligned with the company's mission and growth goals
• Ensure a seamless customer experience across all touchpoints (application, call center, chat, SMS, social media, and email)
• Act as the customer advocate in product, policy, and process discussions
• Build, lead, and mentor the customer service team, including supervisors and agents
• Set performance targets, KPIs, and service-level agreements (SLAs)
• Design shift schedules and workflows to support extended-hour operations if required
• Develop and maintain standard operating procedures (SOPs) for customer support and dispute handling
• Implement quality assurance programs, call monitoring, and customer feedback systems
• Ensure accurate documentation and escalation of customer issues
• Oversee resolution of complex or sensitive customer cases (payment issues, missed payouts, fraud concerns, trust disputes)
• Collaborate with Compliance and Legal teams to handle complaints and regulatory inquiries
• Ensure adherence to financial services regulations, data privacy, and consumer protection laws
• Track and analyze customer service metrics (CSAT, NPS, resolution time, complaint trends)
• Use data insights to recommend service, product, and process improvements
• Prepare regular reports for executive leadership
• Work closely with IT teams to improve app usability and reduce customer pain points

Location

Addis Ababa, Ethiopia