Location
Remote, Egypt
Customer Support Manager - Egypt at RemotePass
Location
Remote, Egypt
Salary
Competitive Pay
Job Type
Full-time
Date Posted
January 23rd, 2024
Apply Now
We are a UAE-based startup working remotely from all over the world. Our team is diversified and spread across 20+ different countries. We aspire to become a leading remote work enabler that simplifies access to world-class talents. We believe that anyone should be able to work anytime, anywhere.
We are Backed by world-class regional & international investors: BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, Falt6Labs, and Plug & Play.
As a Customer Support Manager, you will
Lead, manage, and oversee the customer support team, ensuring high customer service and support levels. Own the Customer Satisfaction (CSAT) score, developing and executing policies, procedures, and standards to ensure customer satisfaction and loyalty. Monitor and analyze the customer support team's performance to identify areas for improvement and implement corrective actions. Train and mentor customer support staff on best practices in customer service, product knowledge, and issue resolution. Handle complex customer complaints or inquiries and provide solutions that align with company policies while ensuring customer satisfaction. Work closely with other departments to ensure a consistent and seamless customer experience. Implement customer feedback mechanisms, analyze feedback, and recommend products & service improvements. Prepare and present reports on customer support activities, trends, and performance metrics to senior management.
What you need
Proven experience as a Customer Support Manager or similar leadership role in an international company. Strong leadership skills with the ability to motivate and manage a team. Excellent communication and interpersonal skills, with an emphasis on empathy and patience. Proficiency in MS Office, as well as tools like Intercom, Zendesk Ability to analyze data, understand trends and develop strategies based on insights. Problem-solving skills and the ability to handle difficult customer situations. Fluent English
Nice-to-have
Experience/knowledge in SaaS and FinTech industries Payment compliance knowledge and experience Command of another European major language or Arabic
What We Offer
Work from anywhere. Competitive compensation. Quarterly bonus PTO * Premium health insurance.
