Head of User Support, Yassir
The leading super App in the Maghreb region offering on-demand and payment services
Job no longer available
The leading super App in the Maghreb region offering on-demand and payment services
1001+ employees
Job no longer available
1001+ employees
Company mission
To serve Africans in the continent and its diaspora while creating economic opportunities for service providers and influencing social value.
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 founder 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. And now the company operates in 45 cities across Algeria, Morocco and Tunisia and recently expanded into France, Canada and Sub-Saharan Africa.
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 serves 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
46% employee growth in 12 months
Company
Company benefits
- Competitive compensation, exceptional benefits, and a flexible work environment.
- Highly collaborative workplace with colleagues from all around the world
- Make a real impact on the world by helping us bring affordable financial and on-demand services to millions of Africans.
Leadership
Noureddine Tayebi
(Founder & 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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