Marketplace Customer Success Lead

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

Job summary

A leading marketplace platform in Jeddah is seeking a Support Function Lead to oversee and optimize all support operations, including onboarding and customer success. The successful candidate will be responsible for team management, process optimization, and reporting analytics to enhance user experience on the platform. This position requires strong leadership skills and the ability to implement effective support systems.

Responsibilities

• Lead and optimize support functions across onboarding, booking, tracking, finance, and customer success.
• Hire and train support staff across all specializations.
• Implement SLAs and escalation protocols.
• Create performance reports and insights.

Job description

This role will lead and optimize the entire support function across onboarding, booking, tracking, finance and customer success to ensure that the Marketplace is offering the best user experience on the platform.

Skills

Responsibilities

1. Team leadership and Management
   • a. Hire and train support staff across all specializations
   • b. Monitor, evaluate, and improve performance metrics like FF covers, response times, resolution speed, and others.
2. Process Optimization
   • a. Implement SLAs (Service Level Agreements) and escalation protocols
   • b. Define and document standard operating procedures (SOPs) for all support workflows
   • . Identify and close process gaps, if any
3. Platform Knowledge and training
   • a. Maintain and update a central knowledge base for both internal teams and user self-service support
   • b. Manages ongoing training and refresher courses for internal team members and on employees
4. Reporting and Analytics
   • a. Create periodic performance reports and insights to identify trends, bottlenecks, or issues with current processes.
   • b. Track onboarding success rates and speed, booking issues, tracking difficulties, and financial support