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Cequens

Customer Support Lead

Riyadh , Saudi Arabia
On-site

Reporting to the Customer Success Manager, the Customer Support Lead provides guidance to a team of customer support professionals. The role focuses on maintaining high-quality customer service and ensuring effective issue resolution within established guidelines.

Strategic Responsibilities

  • Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality.
  • Monitor support metrics to ensure alignment with organizational objectives and KPIs.
  • Promote a collaborative and customer-focused culture within the team.

Operational Responsibilities

  • Oversee daily activities of the customer support team, ensuring adherence to standard operating procedures.
  • Provide coaching and training to team members to improve customer service skills and technical knowledge.
  • Act as a secondary escalation point for challenging customer inquiries, ensuring timely resolution.
  • Conduct regular performance assessments and provide feedback to the Customer Success Manager on team progress.
  • Assist with updating and maintaining support documentation and processes.

Requirements

Experience

  • Minimum of 3-5 years of experience in customer support, ideally within the telecom or technology sectors.
  • Proven ability to coach and lead a customer support team effectively.

Education

  • Bachelor's degree in Business, Information Technology, or a related field.

Skills

  • Strong communication skills to effectively manage customer and team interactions.
  • Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.
Cequens

Thanks for visiting our Job Board. Please review our open positions and apply to the positions that match your qualifications.Cequens is a leading cloud communication platform in the Middle East and Africa region that provides Omni-Channel communication API’s enabling enterprises and developers to communicate with their customer base worldwide. Cequens’ proprietary Communication Platform leverages SMS, Voice, Push Notification, email, and Chat Apps APIs that is scalable, secure, reliable, and trusted by more than 500 enterprises worldwide, including HSBC, SAP, Google, Careem, Telegram, Anghami, SWVL, and AlRajhi Bank.We’re in the business of simplifying communications and building bridges to allow businesses to communicate with their customers, no matter where they are. Simply put, we enable enterprises to improve their digital customer experience by providing them with the tools to communicate with their customer in real time via voice, messaging services, and phone messaging.

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