As a Customer Support Manager at the company, you will be responsible for driving operational excellence and customer satisfaction in our fast-evolving environment. The purpose of this role is to lead, grow, and continuously optimize our customer support function, ensuring every client receives exceptional, timely, and data-driven service. You will act as the bridge between customers, operations, and all internal stakeholders, building a responsive and scalable support model that aligns with our business goals. Whether you’re a rising support professional stepping into leadership or an experienced manager ready to scale teams, you’ll shape how we deliver success to the company customers.
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Key Responsibilities:
- Achieve and exceed operational KPIs (SLA, CSAT, MTTR, FRT, FCR, Backlog, Cost Per Case).
- Mentor and scale a capable, motivated, and customer-obsessed support team.
- Reduce escalations, improve customer retention, and embed a culture of continuous improvement.
- Drive collaboration with Product, Engineering, and Customer Success to enhance product quality and customer experience.
- Implement scalable processes, automation, and data-driven dashboards to support rapid company growth.
- Lead, coach, and manage the Customer Support team, ensuring consistent achievement of support KPIs.
- Oversee day-to-day operations, queue management, workload distribution, and quality assurance.
- Develop and document support workflows, escalation procedures, and knowledge base articles.
- Manage escalations and be the point of contact for critical customer incidents.
- Utilize analytics and reporting to identify trends, track team performance, and recommend operational enhancements.
- Partner with Product and Engineering teams to communicate customer pain points and feature gaps.
- Develop training, onboarding, and continuous learning programs for team members.
- Champion a customer-centric culture, ensuring every interaction reinforces trust, empathy, and professionalism.
- Report regularly to senior leadership on support performance and strategic improvement plans.
- Ensure compliance with company policies and data protection standards.
Qualifications:
- Bachelor's degree in Business Administration, Engineering, Communications, IT, or a related field.
- 5+ years of experience in Customer Support or Service Operations within a B2B - SaaS, CPaaS, and/or telecom.
- Proven understanding of support operations, SLAs, and performance improvement with measurable results.
- For emerging leaders: experience in mentoring peers or leading small projects.
- For experienced managers: success in leading multi-channel, multi-region support teams, and improving metrics.
- Strong technical acumen and familiarity with modern support tools (e.g., Zendesk, Freshdesk).
- Data-driven mindset: ability to analyze reports and make informed operational decisions.
- Experience in cross-functional collaboration with Product, Engineering, Success, and Commercial teams.
- Exposure to AI, automation, or self-service initiatives is a plus.
- Multilingual proficiency (Arabic/English) is preferred.
- Customer-first approach: consistently champions customer experience and quality.
- Clear communicator, adaptable, and works well under pressure.
This role provides an opportunity to shape the future of communications and drive exceptional customer experiences at the company.
