Head of Customer Support

What You Will Do:

• Place Knowledge at the Heart of the Organization: You will be responsible for making our knowledge base the cornerstone of agent training and customer query resolution, ensuring that questions are answered even before they are asked.
• Resolve Tickets Quickly and Efficiently : Your primary goal will be to achieve an 80% First Contact Resolution (FCR) within an 8-hour shift. Every ticket received should be resolved immediately during the shift, or seamlessly handed over to the next shift until the issue is resolved.
• Standardize Processes Across Countries: You will ensure that our customer support processes are consistent and standardized across all countries where we operate, maintaining high-quality service and efficiency.
• Collaborate with Product Teams : You will work closely with our product teams to rethink and redesign our Help Center, making it more functional and tailored to our super app, enhancing the overall customer experience.
• Conduct Deep Dives : You will dive into specific areas of support that are not currently meeting our quality bar across different channels (phone, chat, emails), identifying areas for improvement.
• Write Improvement Proposals : Drawing from your experience as a customer support leader, you will make improvement recommendations aimed at achieving customer satisfaction.
• Prospect and Negotiate Omnichannel Solutions : Identify, evaluate, and negotiate with omnichannel solution providers to ensure we have the best tools available for customer support. Ensure all solutions remain within the allocated budget while maximizing efficiency and enhancing the customer experience across all communication channels (phone, chat, email).
• Stay Close to the Work: Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies, ensuring you remain connected to the daily challenges of the support team.

What you will need :

• 4+ years experience in managing customer support teams in a dynamic and fast-growing environment.
• Ability to work under pressure and manage multiple priorities efficiently.
• Deep knowledge of customer relationship management (CRM) tools & knowledge base technologies
• Strong cross-functional collaboration and communication skills: You work well with diverse teams, understand different perspectives and are able to build solutions together.
• Experience dealing with complex data sets using Gsheet, Excel, SQL; validating insights and synthesizing recommendations.
• Hands-on approach with a willingness to stay close to the daily support activities.    

Preferred Qualifications / Bonus Points:

• Fluency in French is mandatory, professional proficiency in English is required, andknowledge of Arabic is a plus
• Experience in a multicultural environment, managing support teams across differentregions.
• Background in on-demand services industry
• Demonstrated success in implementing automation and AI-driven support solutions.