Director of Customer Support

3 days ago


مصر, Egypt elmenus Full time

elmenus is a venture-backed food discovery platform with a total of $20M in funding based in Egypt. We are building a platform that combines a social, visual and personalized experience to help millions of people discover and order the food they will love. We are looking for the smartest, most impactful and passionate people to join our food loving team.

We are looking for a Director of Customer Support to join the elmenus management team and join our mission by elevating the experience of ordering food for millions of people. You will be responsible for establishing a customer focused strategy across all support touch points and using automation tools, rigorous processes and a mindset of empathy to lead your teams to better customer happiness, retention and satisfaction. If you are a seasoned support/operations leader that thrives on improving the lives of millions of people through inspiring customer experiences then this role is for you.

**Responsibilities**:

- Managing relationships with clients to ensure that they are satisfied with the services provided
- Collaborate with teams across the company to ensure a streamlined customer experience that needs less support interactions
- Develop and refine customer service procedures, policies and standards across voice, chat and social media
- Uphold a culture of excellence, customer empathy and collaboration in the support teams
- Manage large teams (100+) of workforce planning, training, quality, retention, customer support agents
- Act as the voice of the customer for the organization to help resolve their core issues as they arise
- Recruit, mentor and develop best in class customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Constantly optimize and improve operational efficiencies

**What will make you fit for this role**:

- 10+ years of experience with technology business operations, customer service, project management with minimum 5 years experience directly managing teams.
- Proven leadership skills of large teams towards a unified vision
- Growth mindset with proven experience in challenging status quo and introducing innovations to previous roles
- Strong analytical and modeling skills
- Prior knowledge and understanding of e-commerce Industry is a plus
- Ability to dive deep into problems and leading by example to resolve specific customer issues from time to time
- Excellent verbal, written communication and presentation skills
- Team player and willing to assist the team to accomplish tasks
- Being a foodie is a plus :)



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