Customer Support Manager Almentor

Employer Active

Posted 6 hrs ago

Experience

7 - 9 Years

Job Location

Egypt - Egypt

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

As a Customer Support Manager you will:

  • Lead, mentor, and motivate a team of customer support representatives.
  • Hire, onboard, and train new team members.br>
  • Conduct regular performance reviews and provide ongoing coaching.br>
  • Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries.br>
  • Develop and implement efficient workflows, guidelines, and support best practices.br>
  • Monitor performance metrics (CSAT, response time, resolution rate, etc.) and proactively improve processes.br>
  • Manage team schedules to ensure adequate coverage across shifts and channels.br>
  • Serve as the escalation point for complex or sensitive customer issues and ensure satisfactory resolution.br>
  • Analyze customer feedback and trends to identify root causes and improvement opportunities.br>
  • Collaborate with product, engineering, and sales teams to communicate customer insights and enhance customer experience.br>
  • Manage CRM and helpdesk tools and maintain support documentation, FAQs, and internal training materials.br>
  • Track and report on team performance to leadership and contribute to long-term support strategy.

Desired Candidate Profile

Bachelor s degree in business administration, or related field (or equivalent experience).

  • +7 years of customer support or customer service experience, including 1 2 years in a leadership role.
  • Excellent communication, conflict resolution, and interpersonal skills.
  • Experience with CRM/helpdesk platforms (e.g., Zendesk, Freshdesk, Salesforce).
  • Strong analytical and data-driven decision-making skills.
  • Exceptional organizational and time-management abilities.

Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Support Manager

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Almentor

About almentor: We are the leading Video-Learning Platform in Arabic! Established in 2016, we produced over 1000 online courses for individuals, corporations, and government entities across Egypt and the Gulf. Our platform is a hub of knowledge, fostering lifelong learning and growth for individuals around the globe. We are a purpose-driven team. Our most important asset is an intellectual team that can innovate and execute. It s what moves us forward!

Our Mission: almentor is on a mission to increase accessibility to affordable quality education for Arabic-speaking communities and a Goal to serve 10 million learners in MENA

Read More

https://almentor.breezy.hr/p/3ab135cf2698-customer-support-manager-project-based