Customer Support Lead

CME; Jeddah; On-site; SAR 120,000 - 150,000; Full time

Job summary

A leading company in digital banking is seeking a highly motivated Customer Support Lead to manage production support operations. The role involves overseeing support teams, ensuring timely issue resolution, and maintaining compliance with banking standards. Ideal candidates will have strong IT backgrounds, proven leadership skills, and expertise in customer service.

Qualifications

• 6+ years of experience in IT support with at least 2 years in a leadership role.
• Experience in digital banking or financial services is preferred.
• Fluency in Arabic and English.

Responsibilities

• Lead and manage L1 and L2 support teams for incident handling.
• Coordinate support communications across business, technical, and vendor teams.
• Oversee shift planning to ensure 24/7 support coverage.

Skills

Communication

Leadership

Stakeholder Management

Education

Bachelor’s degree in computer science or Information Technology

Tools

IT service management systems

Monitoring tools

Ticketing systems

Job description

We
build full-fledged innovative solutions with a focus on process automation,
user experience enhancement, and advanced data analytics. With our extensive
industry expertise, we help achieve operational excellence, future-proof your
IT investments, and ensure a competitive edge in the ever-evolving finance
industry.

We are seeking a highly motivated and experienced
Customer Support Lead to oversee and manage production support operations
within a digital banking environment. This role requires a proactive leader who
can coordinate support activities, ensure timely resolution of issues, and act
as the primary point of contact for internal and external stakeholders. The
ideal candidate will have a strong background in IT support, excellent
communication skills, and a deep understanding of the complexities of banking
infrastructure and customer service.

You will:

»Lead
and manage L1 and L2 support teams, ensuring efficient handling of incidents,
service requests, and escalations.

»Serve as the primary point of contact
for production support communications across business, technical, and vendor
teams.

»Support operations and track key
performance indicators (KPIs), service-level agreements (SLAs), and other
support metrics to ensure high-quality service delivery.Coordinate with L3
support and engineering teams to ensure seamless issue resolution and knowledge
transfer.

»Develop and maintain support
documentation, guides, and escalation procedures.

»Facilitate daily meetings, incident
reviews, and post-mortem analyses.

»Oversee shift planning and on-call
rotations to ensure 24/7 support coverage and readiness.

»Foster a culture of continuous
improvement, accountability, and customer-centric service.

»Collaborate with QA, DevOps, and
development teams to improve system reliability and user
experience.

»Ensure compliance with banking
regulations, compliance standards, security standards, and internal governance
policies.

Requirements

»Bachelor’s degree in computer science,
Information Technology, or a related field.

»6+ years of experience in IT support or
production operations, with at least 2 years in a leadership role.

»Experience in digital banking or
financial services is highly preferred.

»Strong understanding of ITIL practices,
incident management, and service delivery frameworks.

»Excellent communication, leadership, and
stakeholder management skills.

»The ability to work under pressure and
manage multiple priorities in a fast-paced environment.

»Proven experience with monitoring tools,
ticketing systems, IT service management systems, and reporting dashboards.

»Fluency in Arabic and English.