We are seeking a Customer Support Team Leader with strong leadership skills and a passion for delivering exceptional customer experiences. This role will lead the support team to ensure high-quality service, fast response times, and consistent performance across all channels (phone, email, chat, and social media).
This position plays a key role in building a high-performance support culture, developing team capabilities, and continuously improving processes to support business growth and customer trust.
Key Responsibilities :
- manage orders from purchase through delivery and post-sales support.
- Oversee all communication channels (chat, email, phone, social media) to ensure fast, consistent, and high-quality responses.
- Coordinate daily with Operations, Warehouse, Delivery, and Tech teams to resolve delays, order errors, and return/exchange cases.
- Monitor and report on key e-commerce performance metrics, including:
- First Response Time (FRT)
- Turnaround Time (TAT)
- Customer Satisfaction (CSAT / NPS)
- Ensure strict adherence to approved cancellation, return, and compensation policies.
- Handle high-impact escalations affecting revenue, delivery SLAs, or brand reputation.
- Analyze recurring customer issues and provide data-driven improvement recommendations.
- Manage team scheduling to ensure coverage during peak periods and promotional campaigns.
- Work on Order Management Systems, CRM tools, and e-commerce platforms.
- Contribute to improving the customer journey by providing operational feedback to Product and UX teams.
- Document and continuously update customer support SOPs and workflows.
Qualifications & Requirements:
- Bachelor's degree in Business Administration or a related field.
- 46 years of experience in customer support, with at least 2 years in a leadership role.
- Experience in e-commerce or contact center environments.
- Strong leadership and communication skills.
- Ability to work under pressure and manage priorities.
- Proficiency in CRM systems and performance reporting tools.
- Proficiency in both spoken and written Arabic and English.
