Customer Service Supervisor

Confidential; Riyadh; On-site; SAR 89,000 - 156,000; Full time

Job summary

Confidential is seeking a Customer Service Supervisor to lead our customer support operations in Riyadh. The role focuses on ensuring high service quality, managing the team, monitoring KPIs, and driving performance to meet established standards.

You will oversee call center activities, handle escalations professionally, and collaborate with cross-functional teams to resolve issues promptly and compliantly under PDPL guidelines.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Proven experience in customer service supervision, team leadership, or call center operations.
• Strong ability to manage teams, shifts, service levels, and KPIs.
• Experience in monitoring service quality and handling escalations.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Lead and supervise the Customer Service team, including shift management and adherence to SLAs.
• Monitor and evaluate calls and support tickets to ensure quality and compliance with standards.
• Handle and escalate material complaints to Compliance Officer as required.
• Monitor SLA dashboards, CSAT metrics, and other service KPIs.
• Ensure data and call recordings are handled securely per PDPL.
• Coordinate with Operations and technical teams to resolve issues.
• Coach Call Center Officers on procedures and policies.
• Identify service gaps and propose improvements for experience and efficiency.
• Prepare and communicate performance updates to management.

Skills

Customer service supervision

Team leadership

Call center operations

Communication

Problem solving

Conflict resolution

Decision making

Work under pressure

Time management

Education

Bachelor's degree in Business Administration

Job description

We are looking for a Customer Service Supervisor to lead customer support operations, ensure high service quality, and drive team performance against established service standards and KPIs. The role will be responsible for managing the customer service team, monitoring service levels, ensuring effective issue resolution, and handling customer escalations professionally.

Key Responsibilities

• Lead and supervise the Customer Service team, including shift management and adherence to SLAs.
• Monitor and evaluate calls and support tickets to ensure quality, accuracy, and compliance with company standards.
• Handle and expand material complaints, including regulatory, safety, fraud, and fund-related matters, to the Compliance Officer as required.
• Monitor SLA dashboards, customer satisfaction metrics, and other key service performance indicators.
• Ensure customer data and call recordings are handled securely and in compliance with the Personal Data Protection Law (PDPL).
• Coordinate with Operations and relevant technical teams to ensure timely resolution of customer issues.
• Coach and train Call Center Officers on customer service procedures, including the no-credit-promises policy and restrictions on handling customer funds.
• Identify service gaps and recommend improvements to enhance customer experience and operational efficiency.
• Prepare and communicate performance updates and elevate recurring service issues to management.

Qualifications & Skills

• Bachelor's degree in Business Administration, Customer Service, Communications, or a related field is preferred; equivalent practical experience may be considered.
• Proven experience in customer service supervision, team leadership, or call center operations.
• Strong ability to manage teams, shifts, service levels, and performance KPIs.
• Experience in monitoring service quality and handling customer escalations.
• Strong problem-solving, conflict-resolution, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities effectively.
• Strong understanding of customer service standards, quality assurance, and operational procedures.
• Customer service or leadership certifications are an advantage but not mandatory.
• Knowledge of PDPL, compliance requirements, fraud prevention, or financial services operations is an advantage.