Customer Success Manager

Snoonu; Karachi Division; On-site; PKR 3,500,000 - 6,500,000; Full time

Benefits offered by this job

Global vibes

Learning budgets

Flexible time off

Agile environment

Great Place to Work certification

Job summary

Snoonu, a technology-driven platform connecting customers, merchants, and delivery partners, is hiring a Customer Services Manager to lead support operations across phone, chat, and case escalations. You will drive customer satisfaction, coach a large team, and implement data-driven improvements in a fast-paced environment.

The role requires strong leadership, KPI-driven management, and collaboration with product and marketing teams to optimize the customer journey.

Qualifications

• 6–8 years of experience in customer support or contact center operations.
• Managed a team/leads for 3–5 years, with 100+ agents.
• Experience in food delivery, e-commerce, quick commerce, or marketplace operations preferred.
• Strong knowledge of contact center KPIs (CSAT, SLA, AHT, quality, productivity).
• Fluency in English; Arabic is an advantage.

Responsibilities

• Lead, coach, and motivate the Customer Support team to achieve operational targets and deliver excellent customer experience.
• Manage day-to-day performance and monitor real-time metrics to meet service levels.
• Monitor KPIs and implement coaching and improvement plans.
• Manage workforce planning, scheduling, attendance, overtime, and capacity allocation.
• Drive customer satisfaction, retention, and engagement through effective resolution of issues.
• Develop, review, and implement SOPs, workflows, and service strategies to improve productivity.
• Prepare dashboards, reports, and reviews for senior leadership with actionable insights.
• Collaborate with Product, Live Operations, Marketing and others to resolve recurring issues.
• Ensure adherence to policies, SOPs, quality standards, and guidelines across channels.
• Identify opportunities for automation and efficiency while maintaining service quality.
• Build a customer-centric, high-performance culture.

Skills

Team Leadership

Contact Center KPIs

Analytical skills

Excel/Sheets

CRM systems

SQL

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Management or a related field

Tools

CRM systems

Excel/Sheets

Workforce management software

SQL

Job description

Snoonu is a technology-driven platform connecting customers, merchants, and delivery partners. We are looking for a Customer Services Manager to lead our customer support operations, drive customer satisfaction, and ensure efficient service delivery across all support channels. The ideal candidate will be a strong people leader with a data-driven approach to performance management, workforce optimization, and continuous improvement.

What You’ll Get Your Hands On:

• Team Leadership & Development: Lead, coach, and motivate the Customer Support team to achieve operational targets, maintain high service standards, and deliver an excellent customer experience.
• Contact Center Operations: Manage the day-to-day performance of customer services by monitoring real-time operational metrics and ensuring service levels are consistently achieved.
• Performance Management: Monitor team and individual performance against KPIs, identify gaps, and implement targeted coaching and improvement plans.
• Workforce Management: Manage workforce planning, scheduling, attendance, overtime, and capacity allocation based on forecasted demand and operational requirements. Manager daily operations across phone, chat, and case escalations, ensuring adequate staffing, effective queue management, and consistent service coverage.
• Customer Experience: Drive customer satisfaction, retention, and engagement through effective complaint resolution and proactive identification of customer pain points.
• Process Improvement: Develop, review, and implement SOPs, workflows, and service strategies to improve resolution efficiency, customer experience, and operational productivity.
• Reporting & Analytics: Prepare operational dashboards, reports, and performance reviews to provide actionable insights to senior leadership. Analyze performance data and prepare daily, weekly, monthly, quarterly, and annual reports, translating insights into actionable recommendations for management.
• Cross-Functional Collaboration: Partner with Product, Live Operations, Marketing, and other relevant teams to resolve recurring issues, improve customer journeys, and enhance platform services.
• Quality & Compliance: Ensure adherence to company policies, SOPs, quality standards, and customer handling guidelines across all support channels.
• Operational Efficiency: Identify opportunities for automation, resource optimization, and reduced manual work while maintaining service quality.
• Team Culture: Build a customer-centric, accountable, and high-performance culture that supports employee development, collaboration, and continuous improvement.

The Magic You Bring

• Bachelor’s degree in Business Administration, Management or a related field.
• 6–8 years of experience in customer support or contact center operations including experience with BPO, vendor or multi-site management.
• Has managed a team/leads for 3-5 years, has led a team of 100+ agents, and has a track record of measurable improvement (e.g. improved CSAT or AHT, or cut cost per contact).
• Proven experience managing, scaling, coaching, and developing customer support teams in high-volume environments.
• Experience in food delivery, e-commerce, quick commerce, or marketplace operations is preferred.
• Strong understanding of contact center KPIs, including CSAT, SLA, AHT, quality, productivity, and workforce utilization.
• Proficiency in Excel/Sheets, CRM systems, contact center tools, workforce management, and performance reporting and SQL is a plus
• Strong analytical, problem-solving, decision-making, and process optimization skills, with a focus on automation and operational efficiency.
• Excellent communication, stakeholder management, and cross-functional collaboration skills, ownership, first-principles thinking, and acting on incomplete data.
• Ability to manage competing priorities, lead through change, and maintain high service standards in a fast-paced environment.
• Fluency in English is required; Arabic is an advantage.

Inside Snoonu’s Universe

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

The Dream We’re Chasing

To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.

The Quest We’re On

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Our Everyday Superpowers

Be Customer Obsessed

"Focus on the customer and all else will follow."

Act with Integrity

"We are honest, ethical, and trustworthy in everything we do."

Be Curious and Creative

"We constantly innovate and create solutions to bring a lasting positive impact."

Lead by Example and Take Ownership

"Be the change you want to see and take ownership."

Work Smart and Deliver Results

"You can do more by doing less, better, and faster."

It's All About People

"Be a team player; together we are stronger."

Real Builders Ship

"We turn ideas into products, plans into action, and challenges into opportunities."

Perks & Worklife Magic At Snoonu

Global Vibes

– Collaborate with a worldwide crew.

Brain Boosters

Learning budgets, access to courses, and tools for your growth.

Flexible Time Off

– We take recharging seriously. Generous leave and wellness policies.

Agile Everything

– Scrum isn’t a buzzword here. It's how we roll, from product to ops.

We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.

Certified for Excellence

Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.

Beyond the Code: Giving Back Matters

We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.

Diversity Isn’t Just a Buzzword

At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.