Marketplace Customer Success Lead

Tazamun information technology

Job Description

Roles & Responsibilities

Desired Candidate Profile

Responsibilities:

1. Team leadership and Management
   • Hire and train support staff across all specializations
   • Monitor, evaluate, and improve performance metrics like FF covers, response times, resolution speed, and others.
2. Process Optimization
   • Implement SLAs (Service Level Agreements) and escalation protocols
   • Define and document standard operating procedures (SOPs) for all support workflows
   • Identify and close process gaps, if any
3. Platform Knowledge and Training
   • Maintain and update a central knowledge base for both internal teams and user self-service support
   • Manages ongoing training and refresher courses for internal team members and on employees
4. Reporting and Analytics
   • Create periodic performance reports and insights to identify trends, bottlenecks, or issues with current processes.
   • Track onboarding success rates and speed, booking issues, tracking difficulties, and financial support

Min Requirements:

5+ years of experience in customer service, customs success, or support management (preferably in logistics or supply chain-related fields)

Familiar or experienced with Freight Forwarding services, digital marketplaces, or SaaS services.

Data-driven and operationally strong