Description
We’re looking for an experienced Customer Support Lead to build and scale our customer support operations. You will lead the support team, design processes, and champion customer-centric culture to deliver an exceptional service experience. This role requires a hands-on leader who combines operational excellence with a strong ability to motivate and coach teams.
Key Responsibilities
- Lead, mentor, and develop a high-performing customer support team, fostering professional growth and strong team culture.
- Design, implement, and optimize customer support processes, workflows, and best practices to ensure high service levels.
- Set and track KPIs for response time, resolution time, and customer satisfaction (CSAT/NPS), analyzing data to drive continuous improvement.
- Handle escalated customer inquiries and complex cases with empathy, ensuring swift and satisfactory resolutions.
- Collaborate cross-functionally with product, engineering, and marketing to channel customer feedback into actionable insights for product and service improvements.
- Develop and maintain training programs and knowledge bases to empower the team and ensure up-to-date support resources.
- Oversee support tool selection, onboarding, and management to drive team efficiency and customer satisfaction.
- Prepare and deliver regular support performance reports and strategic recommendations to company leadership.
- Maintain a customer-obsessed mindset, advocating for customer needs and exceeding service standards.
Skills, Knowledge and Expertise
- 3+ years of experience in customer support roles, with at least 1 year in a leadership or supervisory capacity.
- Demonstrated success building and scaling support teams in fast-paced environments.
- Strong analytical skills with experience using customer support KPIs, dashboards, and data for decision-making.
- Excellent problem-solving, conflict resolution, and communication skills.
- Experience with support tools (CRM, ticketing systems) and omnichannel customer support.
- Track record of executing training programs, process improvements, and driving superior customer experiences.
- Passion for creating customer delight and a commitment to operational excellence.
About Malaa
Malaa is the leading wealth management tool in the Kingdom, addressing the gap in the financial products offerings and advancing cutting-edge technology adoption by offering data-driven financial products and services that empower individuals and organizations for better financial decisions. Established in November 2021, Malaa aims to be the go-to for financial decision-making, whether it’s for saving, lending, or investing. Malaa is regulated by the Saudi Central Bank (SAMA) for Open Banking activities and the Capital Market Authority for Robo-advisory and asset management activities.
Malaa is spearheading Open Banking in the Kingdom as the first Open Banking company to officially launch its services for its users and the first company to offer behavioral risk profiling for its lending partners, leveraging Open Banking data with exceptional engineering and data science capabilities.
For more information, visit: www.malaa.tech
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