Senior Customer Support Manager

About the Role

Umm Salal Mohammed is a growing business hub, and at Grupo Arlosa Global Services, we bring that same energy into delivering world class customer experiences. We support global clients through efficient, people driven service operations that prioritize quality, speed, and reliability. We believe customer support is not just a function, it is a strategic advantage.

We are looking for a Senior Customer Support Manager who will take full ownership of our customer service operations. This is not just about managing tickets, you will define service standards, improve processes, and lead a high performing support team. You will act as the bridge between customers, operations, and leadership, ensuring every interaction reflects excellence and professionalism.

Why Work With Us

The Environment:
Our office in Umm Salal Mohammed is designed for productivity and collaboration, with a supportive team culture that values clear communication and continuous improvement.

Operational Excellence:
We believe great customer support drives business success. You will be empowered to implement systems, processes, and strategies that directly impact customer satisfaction.

Modern Tools:
We use industry standard CRM and support platforms to ensure efficient workflows, real time tracking, and data driven decisions.

Growth:
You will have access to leadership development programs and training opportunities to strengthen your management and operational skills.

Key Responsibilities

Service Operations Ownership:
Oversee and optimize daily customer support operations to ensure high quality service delivery and efficiency.

End to End Support Management:
Manage the full support lifecycle from ticket intake and resolution to reporting and continuous improvement.

Team Leadership:
Lead, mentor, and develop customer support representatives. Conduct regular coaching sessions and performance reviews.

Performance Monitoring:
Track and improve key metrics such as response time, resolution rate, and customer satisfaction scores.

Customer Experience Strategy:
Identify areas for improvement and implement initiatives that enhance the overall customer journey.

Stakeholder Management:
Collaborate with internal teams and communicate insights, ensuring alignment between customer needs and business goals.

What We Are Looking For

Experience:
6+ years in customer support, customer service, or BPO environments, with at least 2 years in a leadership role.

Leadership:
Proven ability to manage teams, improve performance, and drive accountability.

Tools:
Experience with CRM systems, ticketing platforms, and reporting tools.

Communication:
Strong English communication skills required for internal coordination and client interaction.

Mindset:
You are proactive and solutions focused. You balance efficiency with quality and know how to lead teams in a fast paced environment.

Job Types: Full-time, Permanent

Pay: QAR25,000.00 - QAR30,000.00 per month

Work Location: In person