Head of User Support, Yassir
Provides ride-hailing and last-mile delivery services
Open for applications
Provides ride-hailing and last-mile delivery services
1001+ employees
Open for applications
1001+ employees
Company mission
Creating a marketplace to bring people what they need while infusing social values.
Role
Who you are
- Are you a technical support leader who believes that great support is the key to a great company?
- Are you an up-and-comer who would do things differently if given the opportunity to lead?
- Are your standards of excellence so high that you aren’t satisfied until your customer actually utters the word “wow”?
- The person we're looking for is hands-on and lead by showing, rather than telling. Relying on gut feeling and managerial instinct
- At least 5 years of customer support experience, with at least 2 years in a hands-on customer support management role
- Very good knowledge of the Zendesk tool
- The candidate should have experience in configuring or participating in the configuration of tools like Zendesk and collaborating with product teams to enhance the help center
- English & Arabic
- French is a plus
What the job involves
- Yassir is looking for an aggressive leader to help us build a global, wow-caliber customer support organization capable of supporting different products and thousands of customers
- You will dive into specific areas of support that are not currently meeting our quality bar across different channels we are using ( phone , chat , emails ..) Writing Improvement Proposals
- You will draw from your experience as a customer support leader to make improvement recommendations aimed at achieving 100% customer satisfaction
- Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay "close to the work"
- Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift
- Building an efficient support machine capable of handling different products, countries ,thousands of support tickets per week, and tens of thousands of customers in several countries
Our take
Most people in French-speaking Africa are unbanked due to a lack of trust in incumbents and inefficient banking solutions. Yassir’s founders felt that providing on-demand services — which solves essential needs and, more importantly, builds trust to then provide payment services — was the catalyst to enable financial inclusion in the region.
The company started with ride-hailing services and progressed to offer last-mile delivery services, creating a multi-sided marketplace that brings drivers, couriers, merchants, suppliers, and wholesalers to individual users on one platform. With 3 out of 5 on-demand transactions in Algeria now made via Yassir, it's eyeing payment services next to truly build a super app.
The company’s Series B funding of $150 million in 2022 is supercharging its growth and development of new services in the existing markets. Further, Yassir’s leadership has its sights set on West Africa and the Middle East and will expand its engineering and product team across its multi-continental offices.
The company is battling two major challenges: competition and bureaucracy. It's no secret that Uber is a dangerous competitor to go up against, though Yassir intends to improve on the failings of Uber subsidiary Careem in several intended marketplaces. Moreover, each of the countries Yassir is expanding into has a unique regulatory environment that must be navigated. So far, Yassir hasn’t shown any signs that these issues are slowing it down.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- 🎉 At Yassir we celebrate everything. OKR´s party!
- 🕟 Flexible working hours, because we care about your outcome and not output
- 💻 24/7 Office
- 📱 Mobile office - Office in all our sites 4 weeks at any location
- 🚉 Subsidized public transit pass
- 💬 Languages courses
- 📚 Yassir's academy
- 🎯 Outstanding mentors who will assist you in your growth
- 💸 Attractive salary and you even get a stake in the company
- 👌🏽Very strong team cohesion with daily and weekly activities
- 🤝 Buddy program
- ⚖️ As a company, we are passionate for diversity and inclusion, 40% of our team are women leaders in the tech sector
Company values
- Do things - at Yassir, we have a bias toward action, we like to try things out and learn and we prefer experimentations over paralysis by analysis.
- Do things fast - at our stage, speed to market is the single most important factor of success, we are not afraid to move quickly even if it means breaking things (some of the time).
- Do things that scale - everything we do on day 1 needs to be done with scale in mind, we are big fans of automation, templates, playbooks, and anything that can help serve a large set of teammates, partners, and customers.
- Do things right - we strive to deliver the best service possible and to improve our craft all the time.
- Do the right thing- whether it is for our colleagues, partners, customers, or the planet, we always prioritize ethical behaviors and actions that maximize the well-being of all.
Articles
Leadership
Noureddine Tayebi
(CEO)After earning a Ph.D. at Stanford, Noureddine spent most of his professional life in Silicon Valley working at various companies including Intel and InSense. They came back to Algeria in 2017 to found Yassir.
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