Customer Experience Team Lead (SaaS)

TL;DR

Customer Experience Team Lead (SaaS): Leading and developing a high-performing support team to optimize local support workflows and ensure unparalleled technical assistance for SMB and enterprise clients. Focus on global team leadership, operational excellence, stakeholder collaboration, and process optimization to drive continuous improvement.

Location: Hybrid in Casablanca, Morocco. Applicants must possess the legal right to work in Morocco.

Company

hirify.global is an API-first platform revolutionizing commerce by providing connected on and off-premise solutions for the food and retail industries.

What you will do

• Manage and develop a global team of 6-12 frontline and premium support agents, ensuring top-tier support.
• Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and SLA adherence.
• Collaborate closely with internal teams (Product, Engineering, Sales) to resolve escalated issues and align processes.
• Lead recruitment, promotions, and development of team members, fostering a culture of continuous learning.
• Analyze team performance metrics (KPIs) and implement strategies to improve efficiency across global hubs.
• Lead and participate in key CX initiatives aimed at improving the overall customer experience.

Requirements

• 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 diverse customers and internal stakeholders.
• Proven ability to analyze 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 customer needs.

Culture & Benefits

• Dedicated learning budget to help you expand your skills and knowledge.
• Opportunity to contribute to tackling significant challenges in the global tech industry.
• Immerse yourself in a culture of innovation with weekly releases and new features.
• Collaborate with a diverse, international team that values transparency and multiple perspectives.
• Be part of a rapidly scaling SaaS unicorn at the forefront of the order management industry.
• Enjoy regionally tailored compensation and benefits packages reflecting unique market needs.