Support Lead at Airlift Technologies

About the Role:

Airlift is scaling at hyper velocity and has chosen South Africa as its first foray into international expansion. Over the next six months Airlift is looking to scale across all major cities in South Africa. On that pursuit, Airlift is on a mission to become the most customer centric organization and build an exceptional experience function that would go on to become one of its biggest competitive advantages -- eventually, paving the way to market leadership in the region. 

Responsibilities:

• Build the end to end customer experience function with customer and courier support for Airlift Express in South Africa.

• Analyze data and use it to drive strategy on improving overall customer experience via influencing changes on product and operations from a customer perspective.

• Build SLAs and ensure compliance across the support teams to deliver consistent, high quality customer experience

• Lead the strategy and execution on managing + limiting churn along with resurrecting churned users 

• Evaluate and improve after-sales and support services, and facilitating improvements based on insights from customers. 

What We Offer:

• The opportunity to work alongside an exceptionally talented team,

• An exciting and fast-paced business directly impacting Africa’s economic landscape, 

• A high-impact role in an area that is of crucial significance for the business,

• High levels of autonomy in day-to-day responsibilities and deliverables,

• Competitive remuneration and a highly flexible work environment,

• A meritocratic and rewarding culture built around core values of teamwork, growth, execution and appreciation.

Just So You Know

Airlift is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere. We are committed to building the best team possible and all employment decisions are based on business needs, job requirements and individual potential and qualifications, without regard to race, color, age, religion, socioeconomic status, orientation, gender identity, national origin or disability. 

The Airlift team is diverse -- we welcome and learn from different individual experiences and points of view that our teammates bring to the table. We're excited to have you inspire us with yours!