Customer Support

Customer Support Manager - KSA

Riyadh, Riyadh Province
Work Type: Full Time

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.


  • 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.

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