Customer Support Agent Lead
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Our partner is a UAE-based startup, working remotely from all over the world. Their team is diversified and spread across 10+ different countries. They have the ambition to become a leading remote work enabler that simplifies access to world-class talents. They believe that anyone should be able to work anytime, anywhere.
They are Backed by world-class regional & international investors; BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, and Plug & Play.
About the role
They are looking to hire Three (3) Customer Support Agent Leads across Morroco, Egypt, and Lebanon to oversee, manage and establish processes of the day-to-day operations of the Customer Support team.
What do you need to be considered successful?
You will oversee the activities of the customer support team to ensure that their interactions with customers reflect positively on the company. You will also be responsible for the following:
Own your CSAT score and achieve excellence
Lead a team of support specialists and care agents (size of the team ~5⁄6 agents) in the midterm
Define and implement standards/procedures to ensure optimal user experience
Liaise with the different departments to ensure the delivery of high-quality services and support
Improve the team’s product knowledge and processes.
Utilize leading Software solutions to build a seamless CX. Mainly chat & ticketing systems (Intercom, Zendesk)
Overview of the daily operations of the customer service department, i.e satisfaction, planning, resources allocation, coverage, etc.
How Important are you to the bottom line?
The impression the customers and the general public hold of the company depends largely on your ability to manage the customer’s experience. You represent the voice of the organization, hence, you must ensure great customer experiences in order to increase the likelihood of customer retention.
The biggest problem-solving duties on the Job
You must have a data-driven analytical mind i.e. you should be able to provide meaningful insights based on feedback from customers, that will help our client make informed and profitable decisions that will further improve the customer’s experience.
What do you need to have done in your career?
3-5 years of experience working as a customer support lead, or a similar support management role in a high-growth startup
Extensive experience in gathering and interpreting user experience feedback
Proficiency in MS Office, as well as tools like Intercom, Zendesk, etc. is a must
Exceptional interpersonal skills and a client-centered approach
Great organizational and time management abilities
Superb communication, collaboration, and problem-solving skills
Experience managing a team
Fluent English
Nice-to-have
● Experience/knowledge in SAAS and Fintech industries
● Support of US-based users and clients
● Command of another European major language or Arabic
What do you stand to gain?
A fully remote work schedule
Competitive compensation
The opportunity to work with smart and kind colleagues around the world
geo
in Morocco , all city
number of positions
1 Jobs available, apply now
job type
FULL TIME
experience years
Entry level
Jobs in MoroccoThis job is closed
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2 years ago
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