JOB DETAILS:
Job Description
We're looking for a dynamic and strategic Customer Care Supervisor & Customer Satisfaction Specialist to optimize and elevate customer support at Pay Way Uganda. In this role, you'll not only lead our customer care operations but also actively contribute to retention and relationship-building initiatives, supporting our overall sales strategy.
You'll work closely with our Head of Sales, Technical Department, and other teams to ensure seamless collaboration, aiming for high customer satisfaction while maintaining balance with company interests. Your goal will be happy, loyal customers who enjoy interacting with PayWay’s outstanding support team.

Responsibilities:
• Lead and optimize customer service across WhatsApp, social media, phone calls, and other support channels.
• Actively manage customer interactions, ensuring efficient resolution of queries and proactive handling of customer issues.
• Engage customer care agents in outbound calls during available time to existing customers and retailers, supporting retention, upselling, and relationship building.
• Maintain close collaboration with Sales, Technical, and other departments to enhance customer satisfaction and align support activities with overall business goals.
• Monitor call quality, customer feedback, and satisfaction metrics, and provide continuous training and performance feedback to the team.
• Balance customer satisfaction and company objectives, finding sustainable solutions that lead to mutual satisfaction and loyalty.
• Implement strategic guidelines provided by the Head of Sales and senior management, actively contributing to company growth through exceptional service.

Qualifications:
• Bachelor’s degree in Business Administration, Communications, Marketing, or related fields.
• 3+ years experience managing customer care teams, ideally within fintech, payments, telecom, or similar industries.
• Strong interpersonal and communication skills with proven experience in customer relationship management.
• Ability to integrate customer service operations with sales strategies, demonstrating proactive and commercially aware customer engagement.
• Familiarity with CRM tools, customer messaging platforms (WhatsApp Business), and support systems.
• Proven ability to collaborate cross-functionally, ensuring customer success through effective teamwork.