Global Team Leadership: Manage and develop a global team of 6-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise).
Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.
Stakeholder Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments.
Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.
Process Optimization & KPI Management: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction.
Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.

2+ years of experience as a technical support team lead or in a similar leadership capacity, ideally within a fast-paced SaaS environment.
Native or professional fluency in English, French, and Arabic is essential for supporting our diverse customer base and internal stakeholders.
Proven ability to analyse performance data (KPIs) and translate insights into actionable workflow optimizations.
Strong technical troubleshooting skills and experience managing complex customer escalations with a high degree of empathy.
Excellent communication and negotiation skills, with the ability to influence cross-functional teams and advocate for the customer’s needs and performance improvement.

Invest in Your Growth
We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
Solve Meaningful Challenges
Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
Drive Innovation
Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.
Collaborate with a Global Team
Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
Enjoy Regionally Tailored Rewards
Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.
Our Commitment to Inclusion
We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed.

Customer Experience Team Lead

Key skills