The Customer Service Team Lead is responsible for translating customer service strategy into daily operational execution by leading frontline service operations across multiple customer channels.
The role focuses on driving service excellence, operational efficiency, team performance, customer satisfaction, and continuous process improvement through effective floor leadership, coaching, escalation management, stakeholder collaboration, and operational governance.
Main Responsibilities
- Team Operations & Floor Management
- Lead day-to-day frontline operations across calls, chat, email, WhatsApp, social media, and other customer touchpoints by managing queue performance, workload distribution, service continuity, and operational coverage.
- Customer Escalation Management
- Handle customer complaints, complex cases, and service recovery initiatives by ensuring timely resolution, clear ownership, effective stakeholder coordination, and an exceptional customer experience.
- Service Quality & Operational Governance
- Ensure compliance with company policies, SOPs, service standards, attendance requirements, routing rules, and operational procedures while maintaining service consistency and SLA achievement.
- Team Leadership & Performance Management
- Lead, coach, mentor, and develop customer service representatives by providing regular feedback, performance coaching, productivity monitoring, and continuous development to achieve operational goals.
- Stakeholder Collaboration
- Work closely with internal departments and cross-functional teams to resolve customer concerns, manage escalations, coordinate service requests, and ensure timely follow-up and resolution.
- Training & Knowledge Management
- Conduct team huddles, onboarding sessions, refresher training, and knowledge-sharing initiatives to strengthen team capability, improve service quality, and maintain operational readiness.
- Reporting & Performance Monitoring
- Prepare and submit accurate daily, weekly, monthly, and quarterly operational reports, providing performance insights, service trends, and actionable recommendations to support business decisions.
- Process Improvement
- Identify operational gaps, workflow inefficiencies, system issues, and service improvement opportunities while recommending practical solutions that enhance productivity, service quality, and customer satisfaction.
Minimum Requirements
- Highest Academic/Vocational Qualification
- Bachelor's Degree or Diploma in Business Administration, Customer Service, Communications, Retail Operations, or a related field.
- Relevant Work Experience
- Minimum 3–5 years of experience in customer service, contact center, omnichannel support, or retail service operations.
- Proven experience in a Team Leader, Senior Customer Service Representative, Subject Matter Expert (SME), or supervisory role.
- Hands-on experience managing frontline operations, escalations, performance reporting, coaching, and operational governance.
- Language Spoken Fluent in Arabic and English (mandatory)
Key Skills
- Team leadership and people management
- Contact center and omnichannel operations
- Queue management and workforce coordination
- Customer escalation and service recovery
- Performance coaching and employee development
- Operational reporting and KPI management
- Stakeholder management and cross-functional collaboration
- Process improvement and operational governance
- Strong communication, problem-solving, and decision-making skills
- System Proficiency
- Freshdesk, Freshchat, or similar customer support platforms
- CRM and ticketing systems
- Telephony and omnichannel communication platforms
- Reporting dashboards and performance monitoring tools
- Microsoft Excel and Microsoft Office Suite
- SLA monitoring, workflow management, routing, and operational reporting tools
