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Lead Customer Service Representative

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia CEQUENS Full time
Role Overview:

We are seeking an experienced Customer Support Lead to join our team at CEQUENS. As a key member of our customer success department, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Main Responsibilities:

  • Collaborate with the Customer Success Manager to develop and implement strategies that enhance customer support quality and efficiency
  • Monitor and analyze customer support metrics to identify areas for improvement and optimize processes
  • Foster a customer-centric culture within the team by promoting collaboration and open communication

You will be responsible for:

  • Overseeing daily operations of the customer support team, ensuring seamless execution of tasks and activities
  • Developing and delivering coaching and training programs to enhance team members' skills and knowledge
  • Serving as a secondary escalation point for complex customer issues, providing timely resolutions and ensuring customer satisfaction
  • Conducting regular performance evaluations and providing constructive feedback to the Customer Success Manager on team progress
  • Contributing to the development and maintenance of support documentation and processes

To succeed in this role, you should possess:

  • At least 3-5 years of experience in customer support, preferably in the telecom or technology industries
  • Proven leadership skills and ability to coach and mentor team members