Customer Support, Delivery & Success Manager – Operations

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

📋 Description

• Responsible for overseeing the complete customer lifecycle at Turpal.

• Lead and nurture a small team of Customer Operations Specialists.

• Manage strategic accounts and handle intricate implementations.

• Own the framework for onboarding and implementation.

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

• Take charge of customer health, retention, and renewals within the portfolio.

• Develop and sustain trusted relationships with key stakeholders within customer organizations.

• Act as the voice of the customer for Product and Engineering teams.

• Enhance the Operating Model to consistently provide improved service to customers.

• Provide reports on customer operations performance to leadership.

⛳️ Requirements

• Proficient in both English and Arabic.

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

• Over 3 years of experience leading a customer-facing team (in areas such as customer support, onboarding, success, or implementation).

• Established history of managing customer outcomes related to onboarding, support, and retention/expansion.

• Experience in a remote-first work environment.

• Bachelor's degree required.

• Strong communication skills, adept at simplifying complex information for diverse audiences.

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

• Hands-on experience with operational systems (CRM, ticketing, onboarding tools).

• Preferred: Familiarity with the travel industry.

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

🏝️ Benefits

• Health insurance coverage.

• Flexible work arrangements available.

• Opportunities for professional development.