Leading a team of highly skilled and trained onboarding specialists

A founding customer support manager, scaling our support team across EMEAAchievements so far:- Representing EMEA Support at Senior Leadership meetings with other department leaders.- Developing and leading Recruitment Processes for a range of roles across Support, including Support Specialists, Team Leads, and Managers. - Onboarding new Managers into the Customer Care team- Managing over 20 diverse team members across 2 years as a Manager.- Finding ways to scale our Support Operation, including launching our global Chat Support.- Ensuring Customer SLAs were met and exceeded, adapting channel strategies as needed. - Coaching and developing each of my team members according to their individual and professional needs. - Building trust and psychological safety across my team, and the wider EMEA Support team through a variety of initiatives.- Innovating and creating new initiatives for employee engagement and belonging.- Partnering with Managers across departments, and across the globe to work on cross-functional projects, such as Lifecycle <> Support relations

- Founding member of the support team, helped to decide the name of the team by building it around our user's happiness. - Provided frontline support to all remote users; customers, employees, and contractors, while maintaining a customer satisfaction score of 95% month-on-month.

Remote makes building and growing your international team seamless, from onboarding to offboarding, and everything else.

Remote Work Coach | Empowering Africans for Financial FreedomAs a remote work advocate, I've empowered thousands of aspiring remote workers across Africa, helping them achieve financial freedom and location flexibility. My mission is to democratize global opportunities and shape the future of work. 🌍💼Achievements:🚀 Successfully coached about 1,000 individuals to secure remote jobs.⚡️ Trained over 5,000 Africans on remote readiness skills and job search strategies through workshops, masterclasses, and courses. 💡 Designed and delivered impactful workshops, equipping learners with remote work skills.💬 Established a thriving online community, fostering peer support and networking.🌟 Created courses and resources that have empowered countless Africans to land remote positions.📈 Grew my online presence, reaching and impacting 50,000 individuals through my content on IG and my newsletter.🌐 Expanded my reach to 5 African countries, spreading the remote work movement.Explore my work and portfolio:🔗 Instagram: www.instagram.com/thetemioyewole📚 Commuteless Newsletter: thetemioyewole.ck.page🏪 Digital Store: https://temi.selar.co/Let's connect and collaborate in shaping a brighter, borderless, and more inclusive future of work! 🤝✨

Appruve makes it easy for financial services and other kinds of businesses to verify individuals and businesses all over Africa. As a founding customer success manager, I had the sole responsibility to build out a robust customer success team. To start with, - I created the customer onboarding playbook in partnership with the product team. - Then I built the model for our success plan canvas and quarterly business reviews- Created the onboarding email sequence and templates- Include a success questionnaire and survey at the end of each customer interactionDuring my time, - I onboarded and trained over 30 customers, whom I also directly support. - Partnered with the product team to launch and relaunch features on the platform- Created strategies for platform adoption by the customer. - Onboarded new team members- Responsible for removing friction for all Appruve's customers

Atlas is using revolutionary technology to build modern education for Africa by working with some of the best institutions on the continent to bring affordable, quality, higher education to young people in Africa.Atlas is democratizing quality and affordable education. During my time at Atlas; - I led customer experience and 2x the number of students in each cohort, through quality student support. - Built a referral system that helped us achieve exponential growth without other sales efforts- Created incentives to drive customer loyalty and engagement- Scaled the customer success team by managing the entire process from hiring to onboarding, and managing the new employees- Partnered with other stakeholder managers to build a more robust and inclusive experience for the customer e.g. Engineering, Product, Content team <> Customer Success. My major takeaway from this role is that true growth comes from loyal customers who are committed and happy to help you grow.

Ideation Hub Africa is a social profit accelerator providing early-stage social entrepreneurs and non-profit professionals with experiential education, enterprise incubation, growth advisory, and collaborative platforms to start, scale and sustain their big ideas for changing Africa.Early-stage employee, building and growing the community of social entrepreneurs through events and conferences.

A project to launch YoutubeGo - the lite version of Youtube - in Africa, in order to conserve data bandwidth while streaming online, and encourage usability, and customer adoption. My task was to convert users and increase the early-stage adoption of the product in Western and Northern Nigeria. This project was managed by TWAY Media.

MAX is building the largest mobility infrastructure in Africa. Early-stage employee. - Led a team of 1 but managed to increase customer headcount from 10 to 100+. - Led the business pivot from B2C to B2B (and B2B2C)- Direct contact for all customer queries and support issues. - Inbound sales and sales development - Business operations and order management. The highlight of my role here is embracing the 'startup culture' of ownership, and the ability to get into varying roles depending on the need. If it helps the company succeed. then I'd be in HR for the day (or a couple of hours)And it gave me the privilege of truly watching a company grow from Zero to One - and being a part of its growth.