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Director of Customer Support
Riyadh Customer Success – Technical Support / Full-Time / On-site
Responsibilities
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Leadership & Strategy
+ Lead and mentor a team of inside technical support representatives, fostering a culture of excellence, continuous improvement, and a customer-first mindset.
+ Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience with an eye to a transition towards true omni-channel support experience.
+ Provide strategic leadership and tactical oversight in the management of people and operational resources, ensuring the successful execution of services.
+ Proven ability to maintain constant communication of all types within the support teams and cross-functional groups.
+ Leads the development and implementation process of Rewaa’s services involving departmental or cross-functional teams focused on the delivery of new or existing projects.
+ Collaborate cross-functionally with Sales, Product, Marketing, and Technical teams to ensure alignment and seamless customer journeys.
+ Lead the up-skilling programs of employees in skill certification and implement employee motivation / recognition programs.
+ Primary point of contact for internal and external leadership escalations.
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Operational Excellence
+ Manage the department by defining service-level objectives, optimizing activities, and driving visibility through analysis, trends and defining key operational metrics.
+ Oversee and ensure that the team's performance metrics and KPIs are met.
+ Actively collaborates with the Product Development/Engineering and Sales teams to proactively plan and support existing and newly launched products.
+ Possesses a strong quality and process oriented background.
+ Coordinate and manage scheduling of our technical support availability to best support chat and call volumes.
+ Provides technical oversight to programs ensuring compliance with Rewaa’s policies and procedures.
+ Monitor upstream and downstream production process performance.
+ Troubleshoot process deviations to understand the possible causes from a scientific perspective.
Qualifications
+ A minimum of 5 years in a technical support leadership role, as a Director or Manager.
+ A minimum of 5 years of experience in SaaS industry.
+ A minimum of 5 years of experience with B2B Customer Success.
+ Experience in and a strong understanding of ITIL principles and concepts, Incident/Change/Problem Management.
+ Global support and sales experience preferred, but regional level required.
+ Strong PPI mindset - ability to drive productivity and sustainable improvements.
+ Profound understanding of chat support systems, preferably, Intercom, LiveChat, , ZenDesk, Re:amaze, or LiveAgent.
+ Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce.
+ Demonstrated success in supporting SMB, mid-market and enterprise accounts.
+ Exceptional people management skills, with a proven 'player-coach' track recordStrong delivery focus, working to demanding deadlines, prioritizing team workload, and managing your own.
+ Ability to create, review, and improve processes to drive operational efficiency.
+ Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
+ Excellent communication and interpersonal skills, with the ability to influence and build strong relationships at all levels.
+ BA in Computer Science, BA/BS in Business/Finance or equivalent / MBA
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Bi-Lingual in English and Arabic required.