Job Description

The Customer Support Lead is responsible monitoring and improving the customer experience of the subscription service across all service and support channels.

The Lead will be accountable for setting and delivering the KPI’S (including but not limited to customer churn, CS and FTR) relating to support and CX, specifically ensuring that customer queries are resolved in a satisfactory and timely manner.

In addition, the role is responsible to the evaluate the current process and find means to improve them, as well as ensuring that the brand experience is being applied appropriately on key customer touch points. Working closely with the product and customer retention team the role is accountable for implementing initiatives that have a measurable impact on satisfaction, and churn.

Key Responsibilities

• Lead the development and implementation of a cost effective, comprehensive customer-centric approach to service.
• Improve key metrics (NPS, ITS, CSAT, customer effort etc.)
• Provide and maintain guidelines & FAQs on provided and adhered to across all customer touchpoints / departments to ensure the delivery of a consistent customer service.
• Manage the agents (internal and/or external) for the delivery of strategic business plan.
• Create and develop job aides and other tools to assist representatives in improving overall quality of interactions.
• Create and monitor key processes with clearly defined service level agreements.
• Monitor the service channels, observing performance, techniques, and application of guidelines and procedures
• Ensure that customer service representatives are trained to understand meet TOD CX standards.
• Conduct reviews of customer interactions to ensure that agents adhere to brand guidelines while maintaining desired level of customer excellence
• Take corrective action where necessary to ensure that overall KPIs are met at all times
• Lead the negotiation with 3rd party providers to ensure that SLAs, tools and training meeting the budgetary requirements for the business.

Job Experience and Requirements

• A minimum of 5 years' experience and a demonstrated track record of accomplishments in customer care operations, ideally in a digital subscription product.
• Fluent in Arabic written and verbal, be fluent in English written and verbal in a business setting.

Education Requirements

• Minimum bachelor’s degree or related equivalent experience.