Customer Support Team Manager

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia CEQUENS Full time
Job Description:

The Customer Support Lead will report to the Customer Success Manager, providing guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.

Key Responsibilities:

  • Assist in implementing strategies that enhance customer support efficiency and quality
  • Monitor support metrics to ensure alignment with organizational objectives and KPIs
  • Promote a collaborative and customer-focused culture within the team

Operational Responsibilities include:

  • Oversight of daily activities of the customer support team, ensuring adherence to standard operating procedures
  • Coaching and training of team members to improve customer service skills and technical knowledge
  • Acting as a secondary escalation point for challenging customer inquiries, ensuring timely resolution
  • Regular performance assessments and feedback to the Customer Success Manager on team progress
  • Support in updating and maintaining support documentation and processes

Requirements include:

  • Minimum 3-5 years of experience in customer support, ideally within the telecom or technology sectors
  • Proven ability to coach and lead a customer support team effectively


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