The Pesapal Customer Support Team falls within the Operations Department headed by the Chief Operations Officer (COO) and two deputies. It typically has a hierarchical structure, with team members in various roles working together to provide excellent service to our customers. 

At the top of the CS department structure is the Customer Support Manager, who is responsible for overseeing the overall performance of the team, setting goals and targets, and ensuring that team members have the resources and support they need to do their jobs effectively. 

Below the manager are Team Leaders, who are responsible for managing a group of customer support representatives and monitoring their performance. They also help to resolve any issues that may arise during shifts and provide support, training and guidance to team members. 

The Customer Support Representatives (CSRs) make up the bulk of the team and are responsible for interacting directly with customers, answering questions, and resolving problems. They are also responsible for troubleshooting technical issues, sorting transactions and providing information about products and services. 

In addition, there are specialized roles within the team, such as a Quality Assurance Specialist, who monitors calls and tickets and provides feedback to CSRs to ensure they are providing high-quality service. Together with the team leads and manager, the QA plays the role of a training specialist, who helps to train new team members and ensure they have the skills they need to do their jobs effectively. 

Overall, the customer support team works closely with other teams within the organization, such as: 

 to provide our customers with the best possible experience.