Head of Customer Support

Maqsam is the leading Arabic AI-powered Contact Center Solution in the MENA region designed to revolutionize customer experience. Leveraging groundbreaking advancements in AI technology, Maqsam has spearheaded accurate Arabic Call Transcription, advanced analytics, and insights, along with unique AI modeling utilizing its in-house designed LLM.

With Maqsam, support and sales teams can automate repetitive tasks, increase efficiency, and drive revenue growth across multiple communication channels including voice calls, WhatsApp and more. We enable companies to expand market reach and establish local presence with access to local numbers in more than 200 cities. Companies can integrate Maqsam with their preferred CRM system to optimize data management and deliver customer service that exceeds expectations.

We are seeking a highly experienced and strategic Head of Customer Support to lead and scale our customer support operations. The ideal candidate will oversee all support functions, including customer service, technical support ensuring that our customers receive world-class support and a seamless experience across all touchpoints. This leader will be responsible for building, mentoring, and managing a high-performing support team, driving process improvements, and implementing tools and strategies to increase efficiency and customer satisfaction.

• Leadership and Strategy
  • Develop and execute the overall support strategy in alignment with the company’s growth.
  • Lead and inspire a team of customer support professionals to deliver exceptional service and support across multiple channels (email, chat, etc.).
  • Design, implement, and monitor support workflows and processes to drive efficiency and scalability.
• Team Management
  • Recruit, train, and develop a high-performing support team, fostering a culture of accountability, customer focus, and continuous improvement.
  • Conduct regular performance reviews, set team goals, and provide coaching and mentoring to ensure continuous development and engagement.
• Customer Experience Management
  • Ensure timely and effective resolution of customer issues, focusing on improving first contact resolution and reducing overall response times.
  • Implement and monitor the team’s KPIs.
  • Work closely with cross-functional teams (Product, Engineering, Sales) to resolve complex customer issues and provide feedback on product improvements.
• Escalation Management
  • Take ownership of escalated customer issues, ensuring a swift and satisfactory resolution.
  • Establish escalation protocols and ensure adherence across the support team.
• Reporting and Analytics
  • Analyze and report on support metrics, trends, and customer feedback to the leadership team.
  • Utilize data to proactively identify potential issues and areas for improvement in both product, quality of support. 
• Customer Feedback and Product Improvements
  • Serve as the voice of the customer, gathering and synthesizing feedback to collaborate with product and engineering teams on feature enhancements and bug fixes.
  • Advocate for customers internally to ensure their needs and expectations are met and exceeded.
  • Channel internal feedback to help lower the load and increase the team’s efficiency.

• Ability to lead and inspire teams, aligning support strategy with company goals.
• Commitment to delivering exceptional customer experiences and improving service delivery.
• Proactivity in resolving issues and handling escalations with decisive action.
• Proficiency with CRMs and CCaaS platforms, with a keen interest in leveraging technology for efficiency. 
• Be data driven at using metrics (CSAT, NPS, etc.) to make informed decisions and drive improvements.
• Strong coaching abilities, fostering a collaborative and high-performance team culture.
• Ability to manage priorities and thrive in a fast-paced, changing environment.
• Passion about representing the customer’s voice to drive product and process improvements.

Join a world-class team at Maqsam, where your growth is our priority. Here's what you can expect:

• A Collaborative and Friendly Environment
• Personal and Professional Growth: Opportunities to learn and become a world-class professional
• Fair Compensation: We value your contribution
• Transparency: A culture that thrives on open communication
• Benefits: First-class health insurance, and more
• Part of Something Big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS business

Ready to join Maqsam's team? Apply now !!