Lead , Customer Care

The Job in a Nutshell

We are looking for a proactive and people-focused Customer Care Team Lead to join our Live Chat support team at MRSOOL in Saudi Arabia. In this role, you will lead a team of customer care agents, ensuring high-quality support, fast response times, and an outstanding customer experience across our live chat channels.

What You Will Do

• Lead, coach, and support a team of Customer Care agents handling live chat interactions
• Monitor team performance and ensure KPIs and SLAs are consistently met
• Provide real-time support and guidance to agents during shifts
• Handle escalations and resolve complex customer issues efficiently
• Analyze performance metrics and identify areas for improvement
• Conduct regular feedback sessions and performance reviews
• Collaborate with internal teams to enhance customer experience and processes
• Ensure adherence to company policies, tone of voice, and quality standards

What Are We Looking For

• Previous experience in Customer Care or Customer Support (preferably in live chat)
• Proven experience in a leadership or team lead role
• Strong communication skills in Arabic and English
• Ability to manage performance, motivate teams, and drive results
• Strong problem-solving and decision-making skills
• Experience with customer support tools and CRM systems is a plus
• Ability to work in a fast-paced, dynamic environment

What We Offer You

• Inclusive and Diverse Environment: We foster an inclusive and diverse workplace that values innovation and provides flexibility.
• Competitive Compensation: Our compensation packages are competitive and include potential share options for certain roles.
• Personal Growth and Development: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
• Autonomy and Mentorship: You'll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.

Working Hours: 5 days a week, 8 working hours and 1 hour lunch break.