Customer Support Group Lead

Key Responsibilities

• Oversee the performance of the customer support team across all channels (chat, email, and calls if needed), including shift seniors.
• Conduct regular one-on-one meetings, provide feedback, and mentor team members.
• Ensure achievement of key service KPIs.
• Monitor service quality and analyze customer inquiries.
• Handle customer requests and support the team with complex and escalated cases.
• Recruit, onboard, and train new agents.
• Ensure compliance with schedules, discipline, and internal regulations.
• Analyze operational metrics and prepare performance reports.
• Work on process optimization and keep customer support scripts up to date.

Skills, Knowledge & Expertise

• At least 2 years of experience as a Manager/Supervisor in customer service or a contact center.
• Strong team management skills, including regular feedback, mentoring, and performance control.
• Experience working with service metrics, confident Excel skills, and strong analytical abilities.
• Fluency in Arabic and English is required.
• Excellent written and verbal communication skills.
• Ability to multitask, stress resilience, and strong attention to detail.
• Experience working with stakeholders and cross-functional teams.