Customer Support Manager


The Role
Primary Responsibilities:

Manage the day-to-day operation of a 5-headcount customer support team

  • Take complete ownership over the Freshworks suite (Freshdesk, Freshchat)
  • Provide business intelligence team with actionable data based on agent performance and improvements
  • Establish and implement customer support best practices including call scripts and on-job training
  • Understand the business that customer support can impact and how to measure them
  • Define and analyse performance metrics to determine effectiveness of support team
  • Create weekly/monthly management reports on customer support performance
  • Train and up skill team on customer support best practice
  • Provide ongoing real time quality assurance to support agents
  • Support with the hiring and on-boarding of new customer support team members
  • Final point of escalation for diffusing serious customer issues
  • Managing Customer Support Teams, we outsource. You will work with site managers to plan and schedule the workforce and provide as stellar customer experience while driving CS related business metrics.
  • Overseeing the day-to-day performance of the team to ensure that they are achieving company’s KPIs.
  • Keeping informed of industry trends and new CRM technologies.
  • Work on the care strategy to optimize customer experience.
  • Prepare reports and analyze customer feedback on services.
  • Document processes and technical issues, as well as customer compliments and complaint.
  • Line management responsibility including disciplinary action, performance reviews etc.

What We Require:

  • 5+ years of experience in a Customer Support Management capacity
  • Agile and lean approach to almost every challenge you face
  • Experience providing and managing a team of support staff
  • A true Freshdesk guru (other support software experience such as Zendesk can be considered)
  • Analytical thinker with customer-oriented instinct.
  • Excellent oral and written communication skills in both Arabic and English, presentation, and interpersonal abilities.
  • Comfortable analysing performance metrics and providing reports to management (Google Data Studio)
  • Exceptional communication skills with a high degree of emotional intelligence
  • A team member who is not afraid to try new approaches, who can turn mistakes or failures into a learning opportunity.
  • A master at shift work planning to ensure 24/7 coverage whilst keeping a harmonious working environment
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Experience managing a culturally diverse team, building rapport and camaraderie with staff
  • Strong internal and external customer service orientation with deep and broad expertise of the front-to-back customer experience and ability to describe things from a customer perspective.
  • Previous accent training and ability to provide accent training to staff would be a huge plus
  • Strong analytical, creative problem solving, and information-seeking skills with the ability to respond tactically in a dynamic environment.
  • Experience working in an e-commerce/telco/digital product business is desirable
  • Analytical thinker with customer-oriented instinct.
  • Strong organizational and time management skills are required.

Job Type: Full-time

Salary: QAR7,000.00 – QAR14,000.00 per month

Ability to commute/relocate:

  • Doha: Reliably commute or planning to relocate before starting work (Required)

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