Customer Excellence Specialist

About the role

We are looking for an enthusiastic Customer Excellence Specialist to champion our customers in a fast‑paced startup environment. You will be the first point of contact, handling inquiries across chat, WhatsApp and email while driving continuous improvement of our customer experience.

Key responsibilities

• Respond promptly to customer inquiries via chat, WhatsApp and email.
• Monitor and achieve CX KPIs such as SLAs and CSAT.
• Review, refine and document support processes to reduce wait times and boost efficiency.
• Maintain and update a knowledge base for fast, accurate responses.
• Evaluate ticket quality and ensure high internal standards.
• Analyse CX metrics and translate insights into process improvements.
• Collaborate with cross‑functional teams to provide CX tools and resources.
• Coach, mentor and develop CX agents through feedback and structured growth plans.
• Oversee day‑to‑day team operations, including scheduling and workload allocation.

Required profile

• 4+ years of experience leading or mentoring a customer support team.
• Proven ability to coach, train and give constructive feedback.
• Experience planning and managing team schedules to meet service‑level targets.
• Strong communication skills with customers and internal stakeholders.
• Data‑driven decision‑making to improve processes and satisfaction.
• Fluent in written and spoken Arabic.

Required skills