Responsibilities
Leadership & Strategy
- Lead and mentor a team of inside technical support representatives, fostering a culture of excellence, continuous improvement, and a customer-first mindset.
- Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience with an eye to a transition towards true omni-channel support experience.
- Provide strategic leadership and tactical oversight in the management of people and operational resources, ensuring the successful execution of services.
- Proven ability to maintain constant communication of all types within the support teams and cross-functional groups.
- Leads the development and implementation process of Rewaa’s services involving departmental or cross-functional teams focused on the delivery of new or existing projects.
- Collaborate cross-functionally with Sales, Product, Marketing, and Technical teams to ensure alignment and seamless customer journeys.
- Lead the up-skilling programs of employees in skill certification and implement employee motivation / recognition programs.
- Primary point of contact for internal and external leadership escalations.
Operational Excellence
- Manage the department by defining service-level objectives, optimizing activities, and driving visibility through analysis, trends and defining key operational metrics.
- Oversee and ensure that the team's performance metrics and KPIs are met.
- Actively collaborates with the Product Development/Engineering and Sales teams to proactively plan and support existing and newly launched products.
- Possesses a strong quality and process oriented background.
- Coordinate and manage scheduling of our technical support availability to best support chat and call volumes.
- Provides technical oversight to programs ensuring compliance with Rewaa’s policies and procedures.
- Monitor upstream and downstream production process performance.
- Troubleshoot process deviations to understand the possible causes from a scientific perspective.
Qualifications
- A minimum of 5 years in a technical support leadership role, as a Director or Manager.
- A minimum of 5 years of experience in SaaS industry.
- A minimum of 5 years of experience with B2B Customer Success.
- Experience in and a strong understanding of ITIL principles and concepts, Incident/Change/Problem Management.
- Global support and sales experience preferred, but regional level required.
- Strong PPI mindset - ability to drive productivity and sustainable improvements.
- Profound understanding of chat support systems, preferably, Intercom, LiveChat, Tawk.to, ZenDesk, Re:amaze, or LiveAgent.
- Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce.
- Demonstrated success in supporting SMB, mid-market and enterprise accounts.
- Exceptional people management skills, with a proven 'player-coach' track recordStrong delivery focus, working to demanding deadlines, prioritizing team workload, and managing your own.
- Ability to create, review, and improve processes to drive operational efficiency.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills, with the ability to influence and build strong relationships at all levels.
- BA in Computer Science, BA/BS in Business/Finance or equivalent / MBA
- Bi-Lingual in English and Arabic equired.
