Experience Support Lead

About the role

The Experience Support Lead works closely with the Customer Experience and Sales teams to boost customer satisfaction and strengthen the overall outlook of Jazz franchises. Reporting to the Experience Support Manager, this role focuses on improving franchise‑level service delivery and aligning initiatives with regional goals.

Key responsibilities

• Manage monthly Customer Experience KPIs and develop roadmaps for franchise development and system enhancements.
• Audit and optimise customer journeys at franchises to simplify processes and increase satisfaction.
• Organise training sessions for franchise staff to reinforce service excellence.
• Ensure proper access controls and compliance for franchise systems.
• Monitor, manage and close customer service cases while maintaining agreed service levels.
• Provide stakeholders with visibility on franchise performance, trends and customer pulse insights.
• Collaborate with Franchise Owners, CCRs and Area Managers; conduct regular franchise visits to ensure alignment on initiatives.
• Motivate, counsel and support franchise and customer channels in line with profitability models.

Required profile

• Professional experience managing customers and resolving service concerns, preferably in telecom.
• Proven track record of end‑to‑end query resolution and coordination.
• Strong knowledge of telecom products and customer management systems.
• Analytical mindset with the ability to identify improvement areas in customer experience.
• Experience in stakeholder management and implementing standardised action plans.
• Leadership aptitude to balance franchise expectations with organisational goals.
• Excellent communication and interpersonal skills.
• Strong relationship and vendor management capabilities.

Required skills

• Proficiency in MS Excel.
• Working knowledge of MS Office suite.

What we offer

• Competitive compensation and benefits package.
• Opportunities for continuous learning and professional development.
• Inclusive, diverse workplace culture.
• Visionary leadership and a professional environment that encourages innovation.