Customer Support Group Lead

TL;DR

Customer Support Group Lead (Customer Service): Managing and mentoring the customer support team in Cairo with an accent on performance oversight, KPI achievement, and service quality. Focus on handling complex escalations, optimizing support processes, and recruiting new talent to ensure operational excellence.

Location: Must be based in Cairo, Egypt (Onsite)

Company

A global ride-hailing and multi-service platform challenging industry injustices with a presence in 48 countries.

What you will do

• Manage and mentor the customer support team, conducting 1:1 meetings and performance reviews.
• Ensure achievement of key service KPIs and monitor overall service quality.
• Handle complex customer escalations and provide support for team members.
• Recruit, onboard, and conduct training sessions for new support agents.
• Analyze operational metrics and prepare performance reports to drive improvements.
• Optimize internal processes and maintain updated customer support scripts.

Requirements

• Minimum 2 years of experience as a Manager or Supervisor in customer service or a contact center.
• Fluency in both Arabic and English is required.
• Strong proficiency in team management, mentoring, and performance control.
• Advanced analytical skills and confident working with Excel.
• Excellent written and verbal communication skills.
• Ability to multitask and maintain high stress resilience in a fast-paced environment.

Culture & Benefits

• Global impact-oriented environment focused on social responsibility.
• Participation in a mission-driven company operating in 48 countries.
• Opportunities for professional growth within the customer experience department.
• Collaborative atmosphere working with cross-functional teams.