Role Overview
Join Niceone as a Customer Service Supervisor and be at the forefront of delivering exceptional customer experiences across all our channels. In this leadership role, you will supervise our customer service team, empower staff development, and ensure the highest levels of satisfaction for every customer interaction. As a people-first leader, you will collaborate closely with cross-functional teams and drive continuous improvement in our service operations. This opportunity is perfect for a proactive, solution-oriented professional who thrives in a fast-paced environment and is passionate about fostering an inclusive and positive workplace.
Key Responsibilities – Customer Service Leadership, Team Management & Support Excellence
- Supervise daily operations of the customer service team across in-store, phone, email, and digital communication channels.
- Provide coaching, mentoring, and support to team members—promoting a culture of collaboration, accountability, and continuous learning.
- Monitor and analyze customer service metrics and performance, identifying opportunities to enhance service delivery and achieve KPIs.
- Handle complex customer inquiries and escalations, ensuring timely, empathetic, and effective resolution aligned with Niceone values.
- Coordinate with sales, ecommerce, and product teams to relay customer feedback and contribute to improvements in products and processes.
- Develop and implement standard operating procedures to optimize workflows and consistency of service.
- Facilitate training sessions and knowledge sharing to ensure product and policy updates are communicated across the team.
- Support recruitment, onboarding, and performance evaluations for customer service staff.
- Champion a positive, inclusive, and customer-focused environment that reflects Niceone’s brand and mission.
Key Requirements – Customer Service Experience, Leadership Skills & Communication Excellence
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
- Minimum of 2 years of experience in a customer service supervisory or team lead role; retail or ecommerce experience preferred.
- Proven ability to coach, motivate, and develop team members in a dynamic, high-volume environment.
- Exceptional verbal and written communication skills in both Arabic and English.
- Strong problem-solving abilities and the capacity to handle challenging situations with professionalism and empathy.
- Proficient in the use of customer service software, CRM, and digital productivity tools; experience with reporting and analytics is an advantage.
- Organized, detail-oriented, and able to manage multiple priorities and deadlines.
Professional Attributes – Inclusive Leader, Solution-Oriented, and Service-Driven
- Respectful, approachable, and dedicated to empowering diverse team members.
- Adaptable to new technologies, evolving processes, and business growth.
- High level of integrity and accountability in all customer, team, and management interactions.
- Proactive in identifying service gaps and driving continuous improvement initiatives.
- Committed to upholding Niceone’s reputation for customer excellence and inclusivity.
Career Development – Growth, Learning & Advancement in Customer Service Leadership
- Comprehensive onboarding and continuous learning on products, systems, and service best practices.
- Opportunities to lead impactful projects and contribute to operational strategy.
- Clear advancement pathways to senior customer service, operations, or management roles within Niceone.
- Recognition, rewards, and ongoing support for outstanding team leadership and customer outcomes.
How to Apply – Lead Outstanding Customer Experiences at Niceone
Are you ready to inspire and elevate customer service standards as a lead at Niceone? We invite you to submit your resume and a cover letter detailing your supervisory experience, leadership style, and passion for service excellence through our online application portal. Become part of a collaborative team where your leadership makes a difference, every day.