Customer Service Team Lead (Arabic Speaker – Remote)

About the role

The Customer Service Team Lead will translate the overall service strategy into day‑to‑day operations across multiple channels. Working remotely, you will oversee frontline agents handling calls, chat, email, WhatsApp, and social media, ensuring high‑quality service and customer satisfaction.

Key responsibilities

• Lead daily omnichannel operations, managing queues, workload distribution and service coverage.
• Handle escalated customer issues, coordinate with stakeholders and drive timely resolutions.
• Ensure compliance with SOPs, attendance policies, routing rules and service level agreements.
• Coach, mentor and develop agents through regular feedback, performance monitoring and training sessions.
• Collaborate with internal departments to resolve complex cases and improve processes.
• Prepare and deliver daily, weekly and monthly performance reports with actionable insights.
• Identify operational gaps and recommend improvements to boost productivity and service quality.

Required profile

• Bachelor's degree or diploma in Business Administration, Customer Service, Communications or related field.
• 3–5 years of experience in customer service, contact‑center or omnichannel support, with proven team‑lead or supervisory experience.
• Fluent in Arabic and English (mandatory).

Required skills