Customer Service Team Lead

Role Overview

This position is responsible for turning customer service strategy into consistent day-to-day execution. You will lead frontline support across several channels, ensure smooth operations, and help the team deliver high-quality service. The role combines floor leadership, escalation handling, coaching, performance tracking, stakeholder coordination, and ongoing process improvement.

Team Operations and Floor Management

Oversee daily frontline activity across calls, chat, email, WhatsApp, social media, and other customer contact points. You will manage queue health, assign workloads, maintain service continuity, and ensure operational coverage.

Escalation Handling and Service Recovery

Manage difficult customer issues, complaints, and complex cases by driving timely resolution, clarifying ownership, coordinating with relevant teams, and protecting the overall customer experience.

Quality, Compliance, and Operational Control

Maintain adherence to company policies, SOPs, attendance expectations, routing rules, service standards, and wider operating procedures. The aim is to keep service delivery consistent and support SLA achievement.

Leadership and Team Performance

Guide, coach, mentor, and develop customer service representatives through regular feedback, performance reviews, productivity tracking, and continuous capability building. The focus is on helping the team meet operational targets.

Cross-Functional Coordination

Partner with internal departments and other business teams to resolve customer concerns, manage escalations, coordinate service requests, and ensure follow-through until closure.

Training and Knowledge Sharing

Run team huddles, onboarding sessions, refresher training, and knowledge-sharing activities to improve team readiness, strengthen skills, and maintain service quality.

Reporting and Performance Review

Prepare accurate daily, weekly, monthly, and quarterly operational reports. Share performance insights, service trends, and practical recommendations that support business decisions.

Continuous Improvement

Identify workflow gaps, process inefficiencies, system issues, and other opportunities to improve operations. Recommend realistic changes that raise productivity, service quality, and customer satisfaction.

Requirements

The role calls for a candidate with a bachelor’s degree or diploma in Business Administration, Customer Service, Communications, Retail Operations, or a related discipline. A minimum of 3 to 5 years of experience in customer service, contact center work, omnichannel support, or retail service operations is required. Prior experience in a Team Leader, Senior Customer Service Representative, Subject Matter Expert, or supervisory position is expected. The role also requires practical exposure to frontline operations, escalation management, performance reporting, coaching, and operational governance. Fluency in both Arabic and English is mandatory.

Systems and Tools

You should be comfortable working with Freshdesk, Freshchat, or comparable support platforms, along with CRM and ticketing systems. Experience with telephony and omnichannel communication tools, performance dashboards, SLA tracking, workflow management, routing, and reporting tools is important. Proficiency in Microsoft Excel and the Microsoft Office suite is also needed.