technical support engineer

customer service representative Jobs in Cairo

customer service representative

it support specialist

customer account specialist Jobs in Cairo

customer account specialist

customer experience specialist Jobs in Cairo

customer experience specialist

customer support manager

Zeal

<div>
 
 
 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&rsquo;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 &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.
 
 
 
 
 
 
 Role Overview
 
 
 
 We are looking for an experienced and driven
 
 Customer Support Manager
 
 to lead Zeal&rsquo;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 &amp; Coaching
 
 
 <ul>
 <li>
 Recruit, onboard, and mentor chat support agents.
 </li>
 <li>
 Conduct regular performance evaluations, 1:1s, and coaching sessions.
 </li>
 <li>
 Foster a culture of accountability, continuous learning, and high performance.
 </li>
 </ul>
 
 
 . Operational Efficiency
 
 
 <ul>
 <li>
 Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.
 </li>
 <li>
 Optimize workflows and leverage automation to improve handling times and customer experience.
 </li>
 <li>
 Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.
 </li>
 </ul>
 
 
 . Quality Assurance &amp; Training
 
 
 <ul>
 <li>
 Implement QA programs to review agent conversations and provide actionable feedback.
 </li>
 <li>
 Ensure team members are trained on new product features, processes, and compliance requirements.
 </li>
 <li>
 Act as the point of escalation for complex merchant-related issues.
 </li>
 <li>
 Design and maintain knowledge bases, workflows, and training modules.
 </li>
 </ul>
 
 
 . Process Improvement &amp; Customer Advocacy
 
 
 <ul>
 <li>
 Gather and analyze merchant feedback, escalating pain points to product and operations teams.
 </li>
 <li>
 Represent the &ldquo;voice of the customer&rdquo; in roadmap and process discussions.
 </li>
 <li>
 Develop and implement initiatives to enhance customer satisfaction and retention.
 </li>
 </ul>
 
 
 . Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Track and analyze support metrics including NPS, SLA adherence, and resolution rates.
 </li>
 <li>
 Prepare reports for leadership highlighting trends, performance insights, and recommendations.
 </li>
 <li>
 Monitor churn indicators and sentiment trends to proactively address risks.
 </li>
 </ul>
 
 
 . Cross-Functional Collaboration
 
 
 <ul>
 <li>
 Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.
 </li>
 <li>
 Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 2&ndash;3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
 </li>
 <li>
 Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
 </li>
 <li>
 Strong background in performance management, hiring, planning, and budget oversight.
 </li>
 <li>
 Experience working with UK fintech culture and banking systems is a plus.
 </li>
 <li>
 Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
 </li>
 <li>
 Data-driven decision-making with solid analytical and reporting skills.
 </li>
 <li>
 Expertise in process improvement and change management.
 </li>
 <li>
 Strong leadership and people management skills.
 </li>
 <li>
 High adaptability and problem-solving mindset in fast-paced environments.
 </li>
 </ul>
 
 
 
 
 
 Nice to Have
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; MBA preferred.
 </li>
 <li>
 Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
 </li>
 <li>
 Additional languages are a plus.
 </li>
 </ul>
 
 
 
 
 
 What You&rsquo;ll Love About Us:
 
 
 <ul>
 <li>
 
 💻 Work from Anywhere:
 
 Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
 </li>
 <li>
 
 💰 Competitive Compensation:
 
 We value your talent and offer packages that reflect it.
 </li>
 <li>
 
 🤝 Collaborative Culture:
 
 Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
 </li>
 <li>
 
 💡 Make an Impact:
 
 Have ideas to make things better? Awesome. We&rsquo;re all ears and ready to innovate.
 </li>
 <li>
 
 🚀 Shape the Future of Fintech:
 
 Work on cutting-edge fintech solutions that impact thousands of users.
 </li>
 </ul>
 
 
</div>

Customer Support Manager

Incorta

<div>
 Incorta is a next-generation data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data, this is the first real breakthrough in data analytics in 20 years. We provide an integrated end-to-end data experience, from data acquisition and enrichment to visualizing and sharing results. Our platform cuts project implementation time from months to weeks provides revolutionary query speed and maintains a unified, single source of truth for multiple workloads including business intelligence, analytics, and machine learning. Fully 90% of companies that try Incorta become customers, and over 98% of our customers are still with us. Our cloud-based service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as cost-effective, agile, and impactful.
 
 
 As a
 
 Customer Support Engineer
 
 at Incorta, you will play a vital role in ensuring customer success by providing world-class post-sales support. You will act as the primary point of contact for our customers, resolving technical issues, troubleshooting complex challenges, and guiding them to get the most value out of Incorta&rsquo;s platform. In this role, you will also serve as a trusted advisor and advocate for customer needs, collaborating with internal teams to drive resolutions and improve the overall customer experience.
 
 
 
 YOU WILL
 
 
 
 <ul>
 <li>
 Deliver day-to-day technical support to Incorta&rsquo;s EMEA customers via phone, email, and other channels.
 </li>
 <li>
 Troubleshoot and resolve complex issues related to installation, upgrades, performance, and clustering.
 </li>
 <li>
 Research and analyze incidents and service requests, developing effective and timely solutions.
 </li>
 <li>
 Contribute to and enrich Incorta&rsquo;s internal and external Knowledge Base and user community.
 </li>
 <li>
 Collaborate with cross-functional teams on projects, providing input on support requirements for new tools and features.
 </li>
 <li>
 Demonstrate strong communication skills to effectively manage customer expectations and ensure satisfaction.
 </li>
 <li>
 Show commitment to areas of strategic importance, contributing to continuous improvement in support services.
 
 
 </li>
 </ul>
 
 YOU HAVE
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Computer Engineering, or a related field.
 </li>
 <li>
 3+ years of total technical experience, with at least 2 years in a customer support role.
 </li>
 <li>
 Excellent analytical and troubleshooting skills.
 </li>
 <li>
 Strong experience in setting up and troubleshooting clusters and environments involving Linux, Tomcat, WebLogic, Zookeeper, Spark, Hilex, and Kafka.
 </li>
 <li>
 Knowledge of SQL.
 </li>
 <li>
 Exceptional verbal and written communication skills in English.
 
 
 </li>
 </ul>
 
 NICE TO HAVE
 
 
 
 <ul>
 <li>
 Experience with BI tools such as Tableau, MicroStrategy, Power BI, or similar.Solid experience in Python programming.
 </li>
 <li>
 Experience supporting analytics and BI software products.
 </li>
 <li>
 Knowledge of Oracle ERP (E-Business Suite).
 </li>
 <li>
 ITIL V3 Foundation or relevant technical certifications.
 
 
 </li>
 </ul>
 We could tell you that we&rsquo;re building something that truly optimizes the way business intelligence is done. We could also tell you that we&rsquo;re backed by marquee VC's such as Google Ventures and Kleiner Perkins. Or even the fact that we were named one of Inc. Magazine&rsquo;s Best Workplaces of 2022 while also being the only vendor to be recognized in the 2022 Gartner&reg; Magic Quadrant&trade; and the 2022 Gartner&reg; Market Guide. All true, but the real reason you will want to come work for Incorta is that you&rsquo;ll be part of an early team that is building a game-changing analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions.
 
 
 Incorta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
</div>

Customer Support Engineer, EMEA

Sumerge

<div>
 
 Sumerge's Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.
 
 
 The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.
 
 
 Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.
 
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.&nbsp;&nbsp;&nbsp;
 </li>
 <li>
 Manage monitoring solution of all the involved layers.&nbsp;
 </li>
 <li>
 Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics
 </li>
 <li>
 Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.&nbsp;
 </li>
 <li>
 Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.&nbsp;
 </li>
 <li>
 Follow up on the financial status of the owned projects.&nbsp;
 </li>
 <li>
 Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members' roles.&nbsp;
 </li>
 <li>
 Identify training and development needs and coaches team members on achieving goals.&nbsp;
 </li>
 <li>
 Recruit and select high performers, develop talent, and recognize performance.&nbsp;
 </li>
 
 
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree of Computer Science or Engineering or a related field
 </li>
 </ul>
 <ul>
 <li>
 9+ years of relevant experience&nbsp;
 </li>
 <li>
 3+ years of people management experience
 </li>
 </ul>
</div>

TechOps & Support Manager

Foundever

<div>
 
 PURPOSE OF THE JOB
 
 
 
 Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.
 </li>
 <li>
 To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.
 </li>
 <li>
 To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.
 </li>
 <li>
 To conduct regular 1:1 daily checkpoints and weekly PEPs.
 </li>
 <li>
 Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.
 </li>
 <li>
 To manage the workloads of the team, motivating them to ensure that all KPIs are met.
 </li>
 <li>
 Communicate effectively with the team ensuring that all messages and information are being communicated consistently.
 </li>
 <li>
 Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.
 </li>
 <li>
 To manage client relationships where applicable.
 </li>
 <li>
 To manage the day-to-day activities in the call center with your peers and the OMD team.
 </li>
 <li>
 To ensure that agreed service levels for the support are consistently delivered across all lines of business.
 </li>
 <li>
 To be flexible, independent, and innovative.
 </li>
 <li>
 Communicate with Remote sites and Clients - on a weekly basis.
 
 
 </li>
 </ul>
 
 Quality
 
 
 
 <ul>
 <li>
 To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.
 </li>
 <li>
 To provide individual coaching &amp; training to team members where appropriate.
 </li>
 <li>
 Reach targets in respect of quality.
 </li>
 <li>
 Foster a culture of continuous improvement in the account and overall operation.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED
 
 
 
 <ul>
 <li>
 Fluency in the English language B2+
 </li>
 <li>
 US or Canadian experiencee is a must
 </li>
 <li>
 Candidates should be qualified for a University Degree level or equivalent
 </li>
 <li>
 Previous Call Centre management experience is a must
 </li>
 <li>
 Knowledge in Microsoft Office &ndash; Word/PowerPoint/Excel.
 </li>
 <li>
 High-level knowledge of PC applications &ndash; Hardware &amp; Software (Preferable).
 </li>
 <li>
 Excellent communication skills.
 </li>
 <li>
 Ability to work on one&rsquo;s own initiative and under pressure to achieve results and targets.
 </li>
 <li>
 Demonstrate organizational and time management ability.
 </li>
 <li>
 Professionalism to deal with people management issues as they arise.
 </li>
 <li>
 Good attention to detail is a requirement.
 
 
 </li>
 </ul>
 
 JOB COMPETENCIES
 
 
 
 <ul>
 <li>
 Execution
 </li>
 <li>
 Communication
 </li>
 <li>
 Result Orientation
 </li>
 <li>
 Leadership
 </li>
 <li>
 Customer Focus
 
 
 </li>
 </ul>
 
 SECURITY COMPLIANCE
 
 
 
 Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.
 
 
 
 ETHICS COMPLIANCE
 
 
 
 Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.
</div>

Team Manager - US Experience

PepsiCo

<div>
 
 Overview
 
 
 
 <ul>
 <li>
 Provide staffing support that is aligned with a specific internal functional client team, with a goal of filling open roles with qualified internal or external talent while achieving target metrics such as Time to Accept (TTA), Time-to Hire, and system accuracy, among others.
 </li>
 <li>
 Execute the full life cycle recruitment process for each requisition including Facilitation of Hiring Manager Intake Meeting resulting in service-level alignment; and ensure timely and effective communications between candidate(s) and hiring team.
 </li>
 <li>
 Screen, assess, and evaluate internal and external candidates who have applied via online job postings and present qualified candidate slate to Hiring team.
 
 
 </li>
 </ul>
 Manage the feedback process to determine next step actions in process. Manage with the attempt to achieve /build consensus, with Manager oversight when needed.
 
 
 <ul>
 <li>
 Work with Manager to develop compelling offer for external hires, present final offer to candidate and manage offer negotiations if necessary, with oversight from manager.
 </li>
 <li>
 Develop and maintain productive working relationships with multiple stakeholders, including functional hiring managers, HR partners), in order to foster partnerships that yield consistent ongoing communication, high-quality results, and efficient processes in order to build TA function credibility.
 </li>
 <li>
 Communicate and educate clients on the staffing policies and processes for both internal mobility and external selection.
 
 
 </li>
 </ul>
 Develop the ability over time to effectively portray PepsiCo as a strong Employer of Choice. This should include the ability to educate and deliver PepsiCo's Employment Value Proposition, as well as information regarding PepsiCo's portfolio, functions, culture, leadership model, employment brand, functional career options, and talent management/professional development approach.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement.
 </li>
 <li>
 Ensure consistent service delivery of agreed process and complete transaction tracking to capture SLAs.
 </li>
 <li>
 Identify and implement service delivery and process improvement opportunities in the assigned process.
 </li>
 <li>
 Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
 </li>
 <li>
 Partner with team to execute plans to improve customer satisfaction with a focus on processes.
 </li>
 <li>
 Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization.
 </li>
 <li>
 Manage escalation and takes ownership for ultimate issue resolution.
 </li>
 <li>
 Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.
 </li>
 <li>
 Ensure knowledge management platform is updated.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 HR Shared Services process and SLA management
 </li>
 <li>
 0 - 1 year of experience
 </li>
 <li>
 Service management and ticket management system experience
 </li>
 <li>
 Customer orientation
 </li>
 <li>
 Process management and continuous improvement with a focus on optimization and productivity
 </li>
 </ul>
</div>

Talent Acquisition Assistant Analyst (Frontline)

QStaffers

<div>
 
 QStaffers
 
 is currently hiring a
 
 Retail Experience Manager
 
 for one of our partners, a leader in the retail Motor Vehicles field.
 
 
 
 Job Summary:
 
 
 
 The Retail Experience Manager will lead the retail sales team to deliver outstanding customer experiences while exceeding sales targets. You&rsquo;ll set strategy, define performance goals, and enable your team to thrive in a fast-paced, customer-focused environment. Experience in retail management or a passion for customer experience is a strong plus, helping you connect with customers, guide your team, and drive results.
 
 
 
 Responsibilities:
 
 
 
 <ul>
 <li>
 Lead and support a team to maximize sales and deliver outstanding customer engagement.
 </li>
 <li>
 Develop and implement strategies to consistently meet and exceed sales targets.
 </li>
 <li>
 Ensure smooth day-to-day operations across all locations.
 </li>
 <li>
 Collaborate with other departments to align efforts and improve overall performance.
 </li>
 <li>
 Stay up to date on our products and industry trends to train and guide the team effectively.
 </li>
 <li>
 Provide ongoing training to the team and ensure they are equipped with the knowledge and tools needed to effectively manage dealer accounts and drive sales.
 </li>
 <li>
 Partner with sales, logistics, product, and operations teams to align efforts and ensure seamless execution of wholesale strategies.
 </li>
 <li>
 Analyze performance data, market trends, and team activities to make informed decisions and provide actionable insights to leadership.
 
 
 </li>
 </ul>
 
 Requirements:
 
 
 
 <ul>
 <li>
 At least 3 years of strong sales experience in retail, managing teams in a results-driven environment (strictly in-store, no online or digital).
 </li>
 <li>
 Strong at developing and executing strategies to drive sales and improve team performance.
 </li>
 <li>
 You&rsquo;re passionate about cars and enjoy sharing that enthusiasm with customers.
 </li>
 <li>
 You&rsquo;re a natural leader who motivates and inspires your team to achieve their goals.
 </li>
 <li>
 You&rsquo;re flexible and willing to work weekends or holidays when needed
 </li>
 </ul>
</div>

Retail Experience Manager

Explore 905+ Customer support manager in Cairo this November. Find roles across top companies and apply now to boost your career.

905 customer support manager jobs IN Cairo

Customer Support Manager

Customer Support Engineer, EMEA

TechOps & Support Manager

Team Manager - US Experience

Talent Acquisition Assistant Analyst (Frontline)

Talent Acquisition Assistant Analyst (Frontline)

Retail Experience Manager