Customer Support Manager (Arab National)

About Dieture:

Dieture is a Qatari startup leading the country's healthy food subscription industry, playing a crucial role in the country's wellness movement. We seamlessly integrate technology with every aspect of wellness. Our innovative platform goes beyond meal prep, offering a comprehensive approach to a healthier lifestyle. As a trusted name in health-focused meals, Dieture has built its reputation on delivering nourishment without compromise.

Role Overview:

As a Customer Support Manager at Dieture, you will lead our customer support team to deliver exceptional service, drive customer satisfaction, and foster long-term loyalty. You will own the strategy, processes, and performance metrics for customer interactions, ensuring that every touchpoint reflects our brand’s commitment to excellence and empathy.

Key Responsibilities:

• Lead, mentor, and manage a high-performing customer support team to meet and exceed service goals.
• Develop and implement customer support strategies aligned with Dieture’s mission and values.
• Monitor and analyze customer service metrics (e.g., NPS, CSAT, response times) to identify trends and areas for improvement.
• Collaborate cross-functionally with Product, Marketing, and Operations teams to resolve customer issues and enhance the overall customer experience.
• Design and optimize customer support workflows, tools, and knowledge bases for efficiency and scalability.
• Handle escalated customer concerns with professionalism and empathy, ensuring timely resolution.
• Recruit, train, and onboard new support team members.
• Foster a culture of continuous improvement, feedback, and customer-centricity within the team.

Requirements:

• Bachelor’s degree in Business, Communications, or a related field; relevant certifications are a plus.
• 5+ years of experience in customer support or service roles, with at least 2 years in a team management position.
• Proven leadership skills with experience managing remote or hybrid teams.
• Strong analytical skills with the ability to use customer data to drive decisions.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient with CRM software and customer support tools (e.g., Freshdesk).
• Passion for health, wellness, and customer advocacy is highly desirable.
• Fluency in Arabic and English language.

Diversity and Inclusion:

At Dieture, we are committed to fostering a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds.

Job Types: Full-time, Permanent