Abwaab | Customer Support Manager - KSA
Location - KSA, Riyadh
About Us:
Do you want to join a startup that is changing the way students learn across our region? Are you excited to witness the thrill of building a hyper-growth tech company? As we work towards this mission, Abwaab is looking for an experienced & passionate, impact-driven, and motivated individual who is bold, and has a growth mindset to drive our business forward in KSA.
Job Overview:
We are seeking a highly motivated and customer-oriented Customer Support Manager to join our Support team in Riyadh, Saudi Arabia. The Customer Support Manager will play a critical role in overseeing and guiding the customer support team to deliver exceptional service to our valued students & parents. This role involves supervising and coaching support specialists, monitoring performance metrics, resolving complex customer issues, and collaborating with cross-functional teams to ensure high customer satisfaction and retention.
Key Responsibilities:
Lead, mentor, and motivate a team of customer support specialists, including hiring, training, and performance management.
Track and analyze customer support metrics and KPIs such as response times, resolution rates, customer satisfaction scores, and ticket volumes to ensure team performance meets or exceeds expectations.
Prepare and present regular reports to management, highlighting key performance indicators and proposing improvement strategies.
Continuously assess customer support processes and workflows, identifying areas for improvement and efficiency.
Propose and implement process enhancements to streamline operations, reduce customer wait times, and enhance overall support quality.
Handle escalated customer inquiries or complex issues that require supervisory assistance. Address customer complaints effectively and in a timely manner to ensure customer satisfaction and loyalty.
Collaborate with other departments (e.g., product, sales, technical teams) to address customer concerns and ensure timely solutions.
Requirements
Experience as a Customer Support Manager or similar CS role.
Previous experience in a team leadership or supervisory position.
Familiarity with our industry is a plus (Ed-tech).
Proficiency in using customer support tools, CRM systems, and other relevant softwares (Zendesk).
Excellent communication and problem-solving skills.
Multi-tasking abilities.
Knowledge of customer support best practices and industry trends.
Demonstrated ability to analyze data and use insights to drive improvements.