Customer Service Team Lead & Performance Coach

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

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.