Customer Operations Manager

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Take ownership of the complete customer lifecycle at Turpal, from onboarding and implementation to ongoing support, retention, and growth.

• Lead and mentor a small team of Customer Operations Specialists while remaining actively involved with strategic accounts and intricate implementations.

• Manage the onboarding and implementation framework, ensuring a quick and seamless go-live process for new B2B clients.

• Define and consistently enhance the playbook from contract signing to the go-live stage.

• Oversee the post-implementation support experience, establishing and achieving response and resolution standards.

• Serve as the escalation point for complex or sensitive customer issues.

• Identify and promote up-sell and cross-sell opportunities in collaboration with the Sales team.

• Represent the voice of the customer to Product and Engineering, prioritizing feedback that influences the product roadmap.

• Establish and monitor key metrics: onboarding duration, adoption rates, customer satisfaction, retention, and expansion.

⛳️ Requirements

• Proficient in both English and Arabic (required).

• Over 7 years of experience in customer-facing roles within tech products/services, particularly in B2B SaaS.

• At least 3 years of experience leading or mentoring a customer-facing team (customer success, onboarding, support, or implementation).

• Demonstrated success in managing customer outcomes across onboarding, support, and retention/expansion.

• Experience in a remote-first work environment.

• Bachelor's Degree.

• Strong communication skills, able to distill complex information for diverse audiences.

• Exceptional problem-solving, prioritization, and stakeholder management skills.

• Practical knowledge of operational systems (CRM, ticketing, onboarding tools).

• Preferred: experience in the travel industry.

• Preferred: background in an early-stage or scaling startup.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development.