Manager, Customer Support

Job title: Manager, Customer Support

Location: Cairo, Egypt

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. noon minutes is our fastest-growing business. We’re building hyper-local commerce from the ground up with dark stores, real-time ops and delivery in 15 minutes or less at scale. From groceries to tech, we get what people need to their door in minutes. Live across UAE, KSA, Egypt and Bahrain and growing fast.

noon’s mission: Every door, every day

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Responsibilities:

• Manage 24x7 support operations across Email, Chat, and other digital channels.
• Ensure adherence to all TATs and SLAs to ensure smooth customer service operations.
• Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, quality, and productivity.
• Ensure high-quality, empathetic, and timely customer interactions.
• Conduct audits, monitor CSAT feedback, and manage critical escalations.
• Partner with QA & Training teams for performance calibration and agent upskilling
• Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
• Regularly review agent and team performance using performance management tools; identify development areas.
• Monitor interaction quality through random audits, CSAT surveys, and direct customer callbacks
• Establish and maintain SOPs and knowledge bases for process standardization.
• Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
• Ensure workforce management adherence—manpower rostering, shift planning, breaks, and leave planning..
• Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
• Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
• Drive team engagement through R&R programs and regular skip-level connect.
• Resolve complaints within the defined SLA and maintain 24/7 team availability to address customer concerns promptly.
• Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
• Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
• Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
• Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
• Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
• Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

What you'll need:

We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisions—whether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate:

• 5-7 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
• Proven track record in managing high-volume, multi-channel support operations.
• Experience with tools like Zoho, Freshdesk (CRM), QA and analytics etc
• Solid skills in MIS reporting, SLA governance, and process compliance
• Excellent English communication (both written, oral) and stakeholder management skills.
• Strong analytical and crisis management capabilities.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• High level of commitment, availability and accountability - non negotiable
• We prefer to hire someone who owns the failure and has courage to accept and work towards closure
• Courage to pin point problem and effectively communicate to the respective stakeholders, drive changes
• Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
• Solid project management skills and ability to create micro projects to achieve key objectives
• Meticulous planning, drive for execution, relentless pursuit and eagerness
• Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.