Customer Support Manager

About Zeal:

Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal's advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.

About The Role:

We are looking for an experienced and driven Customer Support Manager to lead Zeal's support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints.

Key Responsibilities

Team Leadership & Coaching

• Recruit, onboard, and mentor chat support agents.
• Conduct regular performance evaluations, 1:1s, and coaching sessions.
• Foster a culture of accountability, continuous learning, and high performance.

Operational Efficiency

• Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.
• Optimize workflows and leverage automation to improve handling times and customer experience.
• Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.

Quality Assurance & Training

• Implement QA programs to review agent conversations and provide actionable feedback.
• Ensure team members are trained on new product features, processes, and compliance requirements.
• Act as the point of escalation for complex merchant-related issues.
• Design and maintain knowledge bases, workflows, and training modules.

Process Improvement & Customer Advocacy

• Gather and analyze merchant feedback, escalating pain points to product and operations teams.
• Represent the “voice of the customer” in roadmap and process discussions.
• Develop and implement initiatives to enhance customer satisfaction and retention.

Analytics & Reporting

• Track and analyze support metrics including NPS, SLA adherence, and resolution rates.
• Prepare reports for leadership highlighting trends, performance insights, and recommendations.
• Monitor churn indicators and sentiment trends to proactively address risks.

Cross-Functional Collaboration

• Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.
• Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.

What We're Looking For

• 2–3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
• Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
• Strong background in performance management, hiring, planning, and budget oversight.
• Experience working with UK fintech culture and banking systems is a plus.
• Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
• Data-driven decision-making with solid analytical and reporting skills.
• Expertise in process improvement and change management.
• Strong leadership and people management skills.
• High adaptability and problem-solving mindset in fast-paced environments.

Nice to Have

• Bachelor's degree; MBA preferred.
• Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
• Additional languages are a plus.

What You'll Love About Us

• Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
• Competitive Compensation: We value your talent and offer packages that reflect it.
• Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
• Make an Impact: Have ideas to make things better? Awesome. We're all ears and ready to innovate.
• Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.