Customer Support

Customer Support Manager

Riyadh, Riyadh Province
Work Type: Full Time

 Abwaab | Customer Support Manager 



The Customer Support Manager plays 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 representatives, monitoring performance metrics, resolving

complex customer issues, and collaborating with cross-functional teams to ensure high

satisfaction and retention.

Team Management:

  • Lead, mentor, and motivate a team of customer support representatives, fostering a

positive and productive work environment

  • Hire and train new customer support team members

  • Conduct regular team meetings, providing feedback, performance evaluations, and

continuous development opportunities

  • Handle staffing-related tasks, such as scheduling, resource allocation, and workload


  • Ensure the team adheres to company policies, best practices, and customer support


Performance Monitoring & KPI Reporting/Tracking:

  • Track and analyze team performance metrics, such as response times, resolution rates, customer satisfaction scores, and ticket volumes.

  • Prepare and present regular reports to management, highlighting key performance

indicators and proposing improvement strategies.

Process Improvement

  • 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.

Customer Satisfaction

  • Customer Satisfaction: Maintain a customer-centric approach and ensure that customer inquiries are handled professionally and with empathy. Strive to exceed customer expectations and build long-term customer relationships.

Customer Issue Resolution:

  • 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.

Training and Development:

  • Leading performance reviews for team members

  • Identify training needs within the team and coordinate training sessions to enhance customer service skills and product knowledge.

  • Keep the team updated on product updates, new features, and industry trends to ensure they can provide accurate information to customers.

  • Conduct periodic quality assessments of support interactions to ensure adherence to service standards and provide constructive feedback to representatives


  • Experience as a Customer Support Manager or similar CS role +3 year

  • Previous experience in a team leadership or supervisory position is preferred

  • Familiarity with our industry is a plus (Ed-tech)

  • Proficiency in using customer support tools, CRM systems, and other relevant software(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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