Customer Service Team Leader

Role overview

This position is with Nestlé Waters KSA at Almanhal Water Factory in the Riyadh Industrial Area, Riyadh, Saudi Arabia. The team leader is responsible for guiding customer service supervisors and frontline teams across multiple channels, maintaining strong service quality, efficient operations, KPI delivery, and a reliable consumer experience that reflects Nestlé Waters standards.

The role serves as the bridge between leadership and frontline execution, with a focus on improving team performance, strengthening supervisory capability, and continuously enhancing the customer journey and service workflows.

What you'll do

• Coach, support, and develop Customer Service Supervisors along with their frontline teams.
• Set and reinforce performance expectations, leadership discipline, and accountability across the team.
• Run performance reviews, calibration sessions, and development conversations.
• Plan workforce coverage effectively and make sure shifts and resources are aligned to demand.
• Encourage a consumer-first, results-driven team culture.
• Manage day-to-day activity across voice, live chat, email, WhatsApp, and social media support.
• Track operational metrics and ensure service levels and SLA commitments are met.
• Assist supervisors with escalations, urgent incidents, and operational exposure.
• Keep service running smoothly during high-volume subscription and delivery periods.
• Protect the quality of the customer experience and handle sensitive or complex escalations.
• Address cases involving failed deliveries, subscription and billing disagreements, product quality concerns, and VIP or high-risk consumers.
• Lead recovery efforts and retention actions when service issues arise.
• Spot recurring customer issues and suggest fixes to prevent repeat problems.
• Support the full subscription lifecycle, including renewals, cancellations, reactivations, and upgrades.
• Coordinate with logistics, warehouse, and delivery teams to reduce customer impact.
• Monitor trends tied to delivery performance, stock availability, and consistency of service.
• Ensure urgent resolution of complaints related to perishable FMCG products.
• Review team and supervisor results through dashboards, reports, and performance analysis.
• Monitor and improve KPIs such as CSAT, NPS, SLA adherence, FCR, AHT, escalation rates, retention, churn, and productivity.
• Prepare management updates with insights, risk points, and corrective action plans.
• Maintain compliance with SOPs, quality benchmarks, and service policies.
• Lead improvement projects and process enhancements to raise service standards.
• Work with QA and Training teams to close capability gaps.
• Promote consistent customer handling across all teams and channels.
• Collaborate with Logistics & Supply Chain, E-commerce Operations, CRM & Marketing, Finance & Billing, and Product & Technology teams.
• Escalate customer and operational risks proactively and contribute to initiatives that improve efficiency and the overall customer journey.

Requirements

• Bachelor’s degree in Marketing or a related discipline.
• At least 5 years of experience in customer service, including team leadership experience.
• Strong written and spoken Arabic and English skills.
• Demonstrated ability to lead multiple teams and guide supervisors effectively.
• Experience in coaching, performance management, and team development.
• Comfort working in high-volume, fast-paced operations.
• Strong analytical thinking, problem-solving, and decision-making ability.
• Excellent communication and stakeholder coordination skills.
• Customer-focused mindset with commercial awareness.
• Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk.
• Experience using contact center and workforce management systems.
• Ability to work with KPI dashboards and reporting tools.
• Good command of Microsoft Excel or Google Sheets.
• Experience with omnichannel customer support platforms.

About the company

Nestlé Waters & Premium Beverages is a global business within the Nestlé Group, operating independently with a presence in more than 100 markets and a portfolio of over 35 brands, including S.Pellegrino, Perrier, Acqua Panna, Sanpellegrino Italian Sparkling Drinks, Maison Perrier, Buxton, Essentia, Levissima, La Vie, and Nestlé Pure Life.

The business is focused on growth in premium and better-for-you beverages while creating value for consumers, customers, and stakeholders. Water stewardship is a core priority, and all bottling sites are certified to the Alliance for Water Stewardship (AWS) Standard. The company has also carried out around 70 water regeneration projects worldwide to help protect and restore more water than it uses, in collaboration with local stakeholders and experts.

Key performance areas

• CSAT and NPS
• SLA achievement
• First Contact Resolution (FCR)
• Escalation management efficiency
• Customer retention and churn reduction
• Supervisor and team productivity
• Quality assurance scores
• Complaint resolution time
• Overall operational efficiency

Additional information

This role is based at Almanhal Water Factory in the Riyadh Industrial Area, Riyadh, Saudi Arabia, and sits within the Sales / Customer Service department.