Shezlong is the leading online psychotherapy platform in the Middle East and Africa, offering high-quality, affordable mental health services that can be accessed anytime, anywhere.
Our mission is to make mental wellness a given for every individual, helping build resilient communities and positively impacting society through innovative and easy-to-use technology.
In this role, you will support well-being and resilience in a high-empathy environment by reinforcing healthy boundaries, sustainable workloads, and professional handling of emotionally sensitive cases.
Uphold confidentiality and ethical standards, reinforcing responsible conduct in all client-related interactions and internal discussions.
Key Responsibilities:
- Team Leadership & Performance Management.
- Client Experience & Service Quality.
- Operational Excellence & KPIs.
- Process Improvement & Knowledge Management
- Cross-Functional Collaboration.
- Culture & Values Leadership.
Qualifications:
- 36+ years in client relationship management, customer experience, customer support, or customer success roles (preferably in tech-enabled services).
- 13+ years in a leadership/supervisory role managing a frontline client-facing team.
- Strong people leadership skills: coaching, feedback, performance improvement, and team motivation.
- Experience with CRM/helpdesk systems (e.g., Zendesk, Freshdesk, Intercom, HubSpot, Salesforce or similar).
- Solid analytical ability and comfort using data to drive operational decisions (Excel/Google Sheets; dashboards a plus).
- Excellent communication skills and ability to handle escalations with empathy and clarity.
- High sense of ownership, organization, and ability to operate in a fast-paced environment.
- Strong judgment and confidentiality awareness are especially important in mental health contexts.
Ready to make a difference
Apply now and start your journey with Shezlong
