Customer Support Manager
L
LucidyaCustomer Experience SaaS
Cairo, Cairo Governorate, EgyptFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Arabic and English
- Experience
- 5+ years
- Required Skills
- LeadershipData AnalysisJiraQuality AssuranceCustomer supportSaaS
Requirements
- 5+ years of experience in customer support within a SaaS environment.
- At least 2 years of experience in a leadership role.
- Fluent in Arabic and English (written and spoken).
- Proficiency with Intercom and Jira.
- Experience with AI-assisted support platforms.
- Strong understanding of operational systems and scalable workflows.
- Ability to communicate effectively with engineering, executive, and customer stakeholders.
- Proven track record of developing and managing a support team.
- Commitment to continuous improvement and high quality standards.
- Decisive and capable of handling pressure effectively.
Responsibilities
- Lead, coach, and hold accountable a customer support team across chat, email, and ticketing channels.
- Own end-to-end SLA management, monitoring targets and closing performance gaps.
- Manage escalations to resolution and identify root causes to prevent recurrence.
- Track and report on key support metrics such as CSAT, FRT, FCR, and resolution times.
- Design and refine support workflows, ticket routing, and escalation paths.
- Implement a quality assurance process to review interactions and raise service standards.
- Deploy and optimize AI tools and automation to improve interaction speed and consistency.
- Partner with Product and Engineering teams to translate support data into product improvements.
- Collaborate with Customer Success to manage at-risk accounts and provide elevated support.
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