Customer Support Manager

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

📋 Description

• Lead, mentor, and hold accountable a customer support team that provides exceptional service through chat, email, and ticketing systems.

• Manage SLAs comprehensively, track performance targets, and address any shortfalls promptly.

• Take charge of escalations to ensure resolution and gain insights into their causes.

• Monitor key performance indicators such as CSAT, FRT, FCR, resolution time, SLA compliance, escalation rates, and backlog.

• Develop and enhance support workflows, ticket routing, and escalation procedures while pinpointing inefficiencies.

• Create and sustain a comprehensive knowledge base and implement a quality assurance process for team responses.

• Utilize AI tools to enhance the speed and quality of interactions, while overseeing AI performance for accuracy.

⛳️ Requirements

• Over 5 years of experience in customer support within a SaaS environment, including at least 2 years in a leadership capacity.

• Proficient in both Arabic and English, both written and spoken - this is a critical requirement.

• Knowledgeable about tools such as Intercom, Jira, and AI-driven support platforms.

• Possess an operational mindset with strong system thinking abilities.

• Excellent communication skills with engineers, executives, and customers.

• Uphold high standards for quality and team development.

• Experience with social media management, CRM, or monitoring tools is an added advantage.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible working environment and remote work options.