Customer Experience Team Lead

What you will do:

Global Team Leadership: Manage and develop a global team of 6-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise).

Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.

Stakeholder Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments.

Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.

Process Optimization & KPI Management: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction.

Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.

What you will bring

2+ years of experience as a technical support team lead or in a similar leadership capacity, ideally within a fast-paced SaaS environment.

Native or professional fluency in English, French, and Arabic is essential for supporting our diverse customer base and internal stakeholders.

Proven ability to analyse performance data (KPIs) and translate insights into actionable workflow optimizations.

Strong technical troubleshooting skills and experience managing complex customer escalations with a high degree of empathy.

Excellent communication and negotiation skills, with the ability to influence cross-functional teams and advocate for the customer’s needs and performance improvement.

A typical day:

Set daily priorities, such as team check-in to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day.

Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust workflows or implement strategies to optimize performance across regions.

Spend time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics. You’ll work closely with your team to develop their skills and improve overall service quality.

Regularly interact with Product, Engineering, and Sales teams to resolve complex or escalated technical issues. Your input ensures that customer needs are met and product improvements are informed by real-world support insights.

Continuously evaluate support processes, identify inefficiencies, and propose workflow improvements that reduce ticket resolution time and enhance the customer experience.

Oversee team development by conducting one-on-one meetings to discuss career progression, handle recruitment for new team members, and manage talent retention strategies.

Lead or participate in key customer experience initiatives, such as improving onboarding processes, enhancing internal documentation, or launching new tools to help the team work more efficiently.