Customer Experience Team Lead (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Customer Experience Team Lead (SaaS): Leading and developing a high-performing technical support team for an API-first commerce platform with an accent on regional growth and operational excellence. Focus on optimizing support workflows, managing KPIs, and collaborating with global stakeholders to ensure top-tier assistance for SMB and enterprise clients.
Location: Hybrid (Casablanca, Morocco). Must possess the legal right to work in Morocco; no relocation assistance provided.
Company
is a SaaS unicorn providing a connected suite of on and off-premise solutions for the food and retail industries to simplify operations and expand revenue.
What you will do
- Manage and develop a team of 6-12 frontline and premium support agents, providing coaching and performance feedback.
- Oversee daily operations to ensure efficient ticket resolution and strict adherence to SLAs.
- Collaborate with Product, Engineering, and Sales teams to resolve escalated technical issues.
- Lead recruitment, promotions, and talent development to foster a culture of professional growth.
- Analyze performance metrics (KPIs) and implement strategies to optimize support workflows.
- Lead CX initiatives such as launching new tools and enhancing internal documentation.
Requirements
- 2+ years of experience as a technical support team lead, ideally within a fast-paced SaaS environment.
- Native or professional fluency in English, French, and Arabic is essential.
- Proven ability to translate KPI data into actionable workflow optimizations.
- Strong technical troubleshooting skills and experience managing complex customer escalations.
- Excellent communication and negotiation skills to influence cross-functional teams.
- Must have the legal right to work in Morocco.
Culture & Benefits
- Dedicated learning budget to expand skills and knowledge.
- Opportunity to solve significant challenges in the global tech industry.
- Innovative environment with weekly releases and cutting-edge solutions.
- Diverse, international team that values transparency and multiple perspectives.
- Regionally tailored compensation and benefits packages.
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