Customer Service Team Leader

Savana

Job Overview
Savana is seeking a Customer Experience Lead to oversee and elevate our customer care operations. In this role, you will lead a team of dedicated agents, drive customer satisfaction goals, and collaborate with internal teams to transform feedback into meaningful improvements. The ideal candidate is proactive, data-driven, and tech-savvy, with the ability to balance operational oversight and strategic innovation to deliver a seamless customer journey.
Key Responsibilities
Monitor performance indicators: response times, resolution rates, and satisfaction scores.
Recommend adjustments and share insights with internal teams.
Lead, mentor, and motivate customer care agents.
Plan and manage shift schedules to ensure full coverage.
Handle complex or high-priority customer escalations.
Ensure consistent, professional customer interactions.
Provide regular feedback and coaching sessions to agents.
Identify opportunities to streamline workflows and adopt new tools.
Suggest process improvements and efficiency enhancements.
Prepare concise weekly and monthly performance reports.
Highlight trends, successes, and areas for improvement to stakeholders.
Act as the voice of the customer when working with internal teams.
Share feedback and collaborate to implement customer-focused improvements.
Required Skills & Qualifications:
Fluent in English, Arabic and Kurdish
3+ years in customer support, customer experience, or operations roles.
1 2 years in a supervisory or team lead position.
Comfortable with learning and using new digital tools and support platforms.
Strong interpersonal and communication skills
Customer-focused, resourceful, and proactive problem solver.
Good Knowledge in Excel/Google Sheets skills for tracking metrics.
Adaptable, eager to learn, and open to continuous improvement.