Customer Excellence Team Lead

About The Unit:

The Customer Excellence Unit (CEU) is part of the Customer Support operations, our goal is to achieve and maintain excellence of support services both internally and across our external vendors through governing the service provided to Shahid users; Acting as the voice of customer from support for the business providing valuable user feedback to improve the overall experience.

About The Role:

Leading the Customer Excellence team’s operations within the Unit (CEU), ensuring quality, consistency, and efficiency across all customer service touchpoints and vendor networks. The role focuses on driving VOC analysis, process improvement, QA performance, and service optimization in alignment with Shahid’s customer experience standards.

Key Responsibilities:

1. Leads on daily operations, ensuring the team stays focused, aligned, and delivers a consistent, high-quality customer experience across all touchpoints
2. Oversees and ensures the team’s deliverables are prioritized in-line with the unit’s set strategy
3. Oversees the QA process: analyze cases, identify gaps, ensure accurate QA scores, and drive improvement action plans and initiatives with vendors
4. Monitors CSAT and D-SAT trends, identify patterns causing dissatisfaction, and work with teams and vendors to resolve root issues
5. Creates, refines, and maintains clear, easy-to-follow processes aligned with Product, Tech, and Operations updates, ensuring to minimize any process gaps
6. Ensures the Knowledge Base provides agents with correct information, step-by-step guides, handling processes, and troubleshooting steps
7. Analyzes cases, QA findings to develop action plans that improve customer satisfaction.
8. Conducts alignment and calibration sessions with vendors to maintain consistent quality standards, tone, and handling approach
9. Partners with Product, Tech, and internal teams to ensure CX readiness for new launches, process changes, and service updates, including training, KB updates, and clear agent processes
10. Prepares and shares weekly and monthly CX reports covering unit’s performance
11. Analyzes VOC, CSAT, and D-SAT data to report trends, root causes, and improvement opportunities; develop VOC reports for management to track customer sentiment and service efficiency
12. Collaborate with CX, Product and Tech teams to turn customer pain points into experience or feature enhancements
13. Handle operational escalations, ensuring sensitive or complex customer issues are resolved quickly and professionally with cross-team support when needed.

Candidate Requirements:

• Has a minimum of 4 years experience in the customer support field
• Fluent in English and Arabic, spoken and written.
• Highly focused on maintaining the team’s spirit and motivation
• Skilled in people’s management in balance with running the team’s operations efficiently
• Comfortable with multi-tasking and can adapt to fast on the fly changes
• High sense of ownership, and the ability to extend it to team members
• Skilled in cross-functional collaborations and communications with internal and external teams
• Has analytical skills and is comfortable with large data and data correlation
• Experience in quality control processes and procedures
• Experience in survey analysis and customer satisfaction data
• Salesforce skills (or similar CRMs)
• Has good skills in streamlining knowledge conveyance and an ability to train
• Strong verbal and written communication for reports and training
• Ability to prepare and present detailed reports and visualizations
• Ability to identify issues and recommend practical solutions
• Has good skills in Excel, PowerPoint, and Word