Customer Support Lead

Cequens; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Support Lead to enhance customer service quality and efficiency. This role involves guiding a dedicated team, monitoring support metrics, and fostering a collaborative culture. With a focus on coaching and training, the Customer Support Lead will ensure effective issue resolution while aligning with organizational objectives. If you have a strong background in customer support and a passion for leading teams, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualifications

• 3-5 years of customer support experience, preferably in telecom or technology.
• Proven leadership and coaching abilities in a customer support environment.

Responsibilities

• Assist in implementing strategies for customer support efficiency and quality.
• Oversee daily activities and provide training to the customer support team.

Skills

Communication Skills

Problem-Solving Skills

Education

Bachelor's degree in Business

Bachelor's degree in Information Technology

Job description

Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.

Strategic Responsibilities

• Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality
• Monitor support metrics to ensure alignment with organizational objectives and KPIs
• Promote a collaborative and customer-focused culture within the team

Operational Responsibilities

• Oversee daily activities of the customer support team, ensuring adherence to standard operating procedures
• Provide coaching and training to team members to improve customer service skills and technical knowledge
• Act as a secondary escalation point for challenging customer inquiries, ensuring timely resolution
• Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress
• Assist with updating and maintaining support documentation and processes

Requirements
Experience

• Minimum of 3-5 years of experience in customer support, ideally within the telecom or technology sectors
• Proven ability to coach and lead a customer support team effectively

Education

• Bachelor's degree in Business, Information Technology, or a related field

Skills

• Strong communication skills to effectively manage customer and team interactions
• Excellent problem-solving skills to efficiently resolve customer issues and improve service processes