Customer Success Manager

Role Overview

Lead customer support operations, drive customer satisfaction, and ensure efficient service delivery across all support channels. The ideal candidate will be a strong people leader with a data-driven approach to performance management, workforce optimization, and continuous improvement.

What You Will Do

Manage team leadership & development, contact center operations, performance management, workforce management, customer experience, process improvement, reporting & analytics, cross-functional collaboration, quality & compliance, operational efficiency, and team culture.

Why It Might Be a Fit

The ideal candidate will have 6–8 years of experience in customer support or contact center operations, including experience with BPO, vendor or multi-site management, and a track record of measurable improvement.

Requirements

• Bachelor’s degree in Business Administration, Management or a related field
• 6–8 years of experience in customer support or contact center operations
• Experience with BPO, vendor or multi-site management
• Proven experience managing, scaling, coaching, and developing customer support teams in high-volume environments
• Strong understanding of contact center KPIs, including CSAT, SLA, AHT, quality, productivity, and workforce utilization
• Proficiency in Excel/Sheets, CRM systems, contact center tools, workforce management, and performance reporting and SQL
• Fluency in English is required; Arabic is an advantage

Benefits

• Global Vibes – Collaborate with a worldwide crew
• Brain Boosters – Learning budgets, access to courses, and tools for your growth
• Builder’s Playground – Own your tasks, own your path! We’re big on autonomy
• Flexible Time Off – We take recharging seriously. Generous leave and wellness policies
• Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops
• Great Place to Work Certified
• ISO 9001:2015 and ISO 45001:2018 certifications
• Diversity Isn’t Just a Buzzword – Equal opportunity workplace that welcomes people from every walk of life