Customer Support Team Leader

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.
• 4–6 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.

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