Customer Support Manager

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

📋 Description

• Supervise the daily operations of the customer support team.

• Manage various support channels, including both phone and email.

• Ensure an outstanding customer experience at all times.

• Address customer phone inquiries and provide prompt, effective solutions to issues.

• Monitor customer service metrics to uphold high levels of customer satisfaction and response times.

• Track and report essential customer support metrics, including response times, resolution times, and customer satisfaction rates.

⛳️ Requirements

• At least 2 years of experience in customer support.

• Demonstrated experience using Shopify and Zendesk to assist e-commerce customers.

• Excellent English communication skills, both written and verbal.

• Strong phone etiquette and the ability to naturally build rapport with customers.

• Capability to make independent decisions and resolve issues effectively and efficiently.

• Solid understanding of customer service KPIs and service level metrics.

• Strong leadership and team management skills, focused on coaching and motivating team members.

• Highly organized with the ability to juggle multiple priorities at once.

🏝️ Benefits

• Fully remote work environment.

• Opportunities for exposure to leadership roles.

• Access to professional development opportunities.