As a Customer Support Manager, you will be responsible for driving operational excellence and customer satisfaction in our fast-evolving environment. The purpose of this role is to lead, grow, and continuously optimize our customer support function, ensuring every client receives exceptional, timely, and data-driven service. You will act as the bridge between customers, operations, and all internal stakeholders, building a responsive and scalable support model that aligns with our business goals. Whether you're a rising support professional stepping into leadership or an experienced manager ready to scale teams, you'll shape how we deliver success to Unifonic customers.
Help us shape the future of communications by:
- Achieving and exceeding operational KPIs (SLA, CSAT, MTTR, FRT, FCR, Backlog, Cost Per Case).
- Mentoring and scaling a capable, motivated, and customer-obsessed support team.
- Reducing escalations, improving customer retention, and embedding a culture of continuous improvement.
- Driving close collaboration with Product, Engineering, and Customer Success to improve product quality and customer experience.
- Implementing scalable processes, automation, and data-driven dashboards to support rapid company growth.
- Leading, coaching, and managing the Customer Support team
- Defining and owning support KPIs (SLA, FRT, FCR, CSAT, AHT, CRT, Backlog, Escalation rates, Optimization %) and ensuring consistent achievement
- Overseeing day-to-day operations, queue management, workload distribution, and quality assurance
- Developing, implementing, and documenting support workflows, escalation procedures, and knowledge base articles
- Driving process improvements to enhance efficiency, reduce costs, and improve the customer experience
- Managing escalations and act as the point of contact for critical customer incidents, coordinating with Product, Engineering, and Customer Success
- Utilizing analytics and reporting to identify trends, track team performance, and recommend operational enhancements
- Partnering with Product and Engineering teams to communicate customer pain points, feature gaps, and recurring issues
- Developing training, onboarding, and continuous learning programs for team members
- Leading initiatives in automation, AI-assisted support, or self-service to increase speed and scale
- Planning and managing support staffing, shifts, and budget in line with growth projections
- Championing customer-centric culture, ensuring every interaction reinforces trust, empathy, and professionalism
- Reporting regularly to senior leadership on support performance, risk, and strategic improvement plans
- Ensuring compliance with company policies and data protection standards
What you will bring:
- Bachelor's degree in Business Administration, Engineering, Communications, IT, or a related field
- 5+ years of experience in Customer Support or Service Operations within a B2B - SaaS, CPaaS and/or telecom; open to both emerging leaders ready for their first managerial step and seasoned managers driving operational excellence
- Proven understanding of support operations, SLAs, and performance improvement, with measurable results in efficiency, CSAT, and resolution time
- For emerging leaders: prior experience mentoring peers, leading small projects, or serving as an escalation point
- For experienced managers: demonstrated success in leading multi-channel, multi-region support teams, improving metrics, and scaling processes
- Strong technical acumen, familiarity with APIs, cloud infrastructure, Communication Platforms, AI suites and enterprise messaging systems
- Hands-on experience with modern support tools (Zendesk, Freshdesk, HubSpot, Jira, etc.)
- Data-driven mindset: ability to analyze reports, identify patterns, and make informed operational decisions
- Understanding of how support excellence drives business outcomes, retention, renewals, and customer advocacy
- Cross-functional collaboration experience with Product, Engineering, Success, and Commercial teams
- Exposure to AI, automation, or self-service enablement initiatives is a strong plus
- Experience across GCC/MENA or global markets and multilingual proficiency (Arabic/English) preferred
- Leadership mindset: whether new or seasoned, demonstrates ownership, accountability, and empowerment
- Customer-first approach: consistently champions customer experience and quality
- Analytical and structured: comfortable with dashboards, KPIs, and operational insights
- Clear communicator: able to articulate issues and strategies across business and technical audiences
- Adaptable: thrives in high growth, changing environments
- Empowering people manager promotes learning, growth, and high team morale
- Calm under pressure: effective during escalations and incident response
- Innovative and tech-aware: open to adopting AI and automation to scale support capabilities
