Supervisor Customer Service

About the Role

We're looking for a dynamic Customer Experience Team Lead to join our growing organization. In this role, you'll lead a dedicated team focused on delivering exceptional customer experiences across all touchpoints. You'll play a crucial role in building customer loyalty, driving satisfaction metrics, and ensuring our service standards exceed expectations.

What You'll Do

Team Leadership & Development

• Lead and inspire a team of customer service professionals to deliver outstanding service
• Provide coaching, mentoring, and on-the-job training to develop team capabilities
• Manage performance and support professional growth of team members
• Foster a positive team culture aligned with company values

Customer Experience Management

• Oversee customer interactions across multiple channels (email, chat, phone, social media)
• Handle escalated customer concerns with empathy and effective resolution strategies
• Implement and analyze customer feedback programs to drive continuous improvement
• Collaborate with Marketing on customer-focused campaigns and initiatives
• Monitor product availability and communicate with stakeholders to maximize customer satisfaction

Operational Excellence

• Ensure consistent service quality and process compliance across the team
• Provide management coverage during operational hours (on-site or remote)
• Optimize customer service workflows and processes
• Prepare and analyze performance reports to identify improvement opportunities
• Support cross-functional projects aimed at enhancing the customer journey

Success in This Role Means

• Driving improvements in key metrics including NPS (Net Promoter Score) and customer satisfaction
• Increasing team efficiency while maintaining service quality
• Contributing to revenue growth through excellent customer experience
• Building strong cross-departmental relationships

What You'll Need

Experience

• 3+ years in customer service roles with demonstrated success
• Previous supervisory or team lead experience
• Experience managing customer interactions across multiple channels
• Call center experience is beneficial

Skills & Abilities

• Strong problem-solving abilities and decision-making skills
• Excellent communication skills in English and Arabic
• Customer-centric mindset with genuine passion for service excellence
• Tech-savvy with experience using CRM systems and digital communication tools
• Ability to analyze data and translate insights into action

Education

• Bachelor's degree in Business, Marketing, or Communications is advantageous

This position offers the opportunity to make a significant impact on our customer experience strategy while developing your leadership skills in a supportive environment.

Job Type: Full-time

Pay: AED6,000.00 - AED7,000.00 per month