Customer Support Manager

2 weeks ago

مصر, Egypt RemotePass Full time

We are a UAE-based startup working remotely from all over the world. Our team is diversified and spread across 20+ different countries. We aspire to become a leading remote work enabler that simplifies access to world-class talents. We believe that anyone should be able to work anytime, anywhere.

We are Backed by world-class regional & international investors: BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, Falt6Labs, and Plug & Play.

As a Sr. Manager HR Experience, you will
- Lead, manage, and oversee the customer support team, ensuring high customer service and support levels.
- Own the Customer Satisfaction (CSAT) score, developing and executing policies, procedures, and standards to ensure customer satisfaction and loyalty.
- Monitor and analyze the customer support team's performance to identify areas for improvement and implement corrective actions.
- Train and mentor customer support staff on best practices in customer service, product knowledge, and issue resolution.
- Handle complex customer complaints or inquiries and provide solutions that align with company policies while ensuring customer satisfaction.
- Work closely with other departments to ensure a consistent and seamless customer experience.
- Implement customer feedback mechanisms, analyze feedback, and recommend products & service improvements.
- Prepare and present reports on customer support activities, trends, and performance metrics to senior management.

What you need
- Proven experience as a Customer Support Manager or similar leadership role in an international company.
- Strong leadership skills with the ability to motivate and manage a team.
- Excellent communication and interpersonal skills, with an emphasis on empathy and patience.
- Proficiency in MS Office, as well as tools like Intercom, Zendesk
- Ability to analyze data, understand trends and develop strategies based on insights.
- Problem-solving skills and the ability to handle difficult customer situations.
- Fluent English

Nice-to-have
- Experience/knowledge in SaaS and FinTech industries
- Payment compliance knowledge and experience
- Command of another European major language or Arabic

What We Offer
- Work from anywhere.
- Competitive compensation.
- Quarterly bonus
- PTO
- Premium health insurance.

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