Customer Service Supervisor: Lead & Elevate Experience

Baraya Extended Care; Jeddah; On-site; SAR 120,000 - 180,000; Full time

Job summary

Baraya Extended Care is seeking a Customer Service Supervisor to oversee end-to-end support across channels. You will mentor frontline agents, optimize workflows, and drive improvements to enhance satisfaction and loyalty.

The role requires 5+ years in customer service or 1–2 years in a supervisory capacity, with CRM and contact center tech experience. Arabic and English language proficiency is needed, along with a customer-first mindset.

Qualifications

• Bachelor’s degree in business administration, communications, or a related field.
• Minimum of 5 years in customer service or 1–2 years in a supervisory role.
• Experience with CRM systems and contact center technologies.

Responsibilities

• Lead daily customer service operations and ensure high-quality support.
• Coach and evaluate representatives; conduct performance reviews.
• Develop and enforce standard operating procedures and escalation protocols.
• Monitor SLA adherence, quality scores, and customer satisfaction.
• Manage staffing, scheduling, and workforce planning; assist with recruitment.
• Collaborate with cross-functional teams on product and process improvements.
• Foster a culture of service excellence and continuous learning.

Skills

Leadership

Communication

Analytical mindset

Customer-centric

Coaching

De-escalation

Staff development

Education

Bachelor’s degree in business administration or related field

Tools

CRM software

Help desk tools

Analytics platforms

Microsoft 365

Job description

Baraya Extended Care is seeking a Customer Service Supervisor to oversee end-to-end support across channels. You will mentor frontline agents, optimize workflows, and drive improvements to enhance satisfaction and loyalty.

The role requires 5+ years in customer service or 1–2 years in a supervisory capacity, with CRM and contact center tech experience. Arabic and English language proficiency is needed, along with a customer-first mindset.