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Cx Team Lead
3 weeks ago
**About invygo**
Founded in 2018 and headquartered in Dubai, invygo aims at simplifying the process of getting a car. With the success of our expansion to Saudi Arabia in 2021 and in Qatar in 2023, we have continued to grow our operations.
Being the first car subscription app of its kind in the region, we have a proven track record and an in-depth understanding of our customers' mobility needs.
Our app enables customers to own or subscribe to a car on a monthly basis without any hassle. Customers can commit for a minimum of 1 month with our monthly plans or 36 months with our Subscribe to Own service.
invygo's car subscription service is different from renting or buying a car. We offer the best of both worlds. Unlike renting, we don't require our customers to make a large deposit upfront. They can also choose the exact car model and features they want through our app, a benefit that rental companies don't offer. Buying a car comes with high up-front and maintenance costs, long-term commitment, registration and insurance charges. With invygo's Subscribe to Own plans, our customers pay an all-inclusive fee monthly without the additional paperwork and cost.
**At invygo, we empower our customers to access a car with no deposit or down payment, no long-term commitment, and the option to cancel their monthly subscription plans at any time through our seamless digital platform.**
**Key Responsibilities**:
- Manage and mentor the customer support team, ensuring performance targets are met such as customer satisfaction (CSAT), response time, and resolution time, implementing action plans for continuous improvement.
- Handle escalated customer issues and improve overall customer satisfaction.
- Identify and implement strategies to streamline workflows and improve efficiency.
- Analyze performance data to track KPIs and report insights to management.
- Lead onboarding and ongoing training to enhance team skills.
**Requirements**:
**Qualifications**:
Bachelor's degree in Business, Communications, or a related field. Equivalent experience may be considered.
**Experience**:
- Minimum of 3-5 years of experience in customer support or customer experience, with at least 2 years in a supervisory or leadership role.
- Experience in handling escalated customer inquiries and complex issues.
- Proven track record of improving customer satisfaction and operational efficiency.
**Skills**:
- Strong leadership and coaching abilities, with a focus on employee engagement and development.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities with the capacity to handle escalated situations calmly and effectively. Analytical mindset with the ability to interpret data and make informed decisions.
- Proficiency in customer support tools (e.g., Zendesk, Salesforce, Freshdesk) and CRMs.
- Ability to manage time effectively, prioritize tasks, and ensure deadlines are met.
- Knowledge of customer service principles and practices.
