Supervisor - Customer Care

Lead the day-to-day Customer Care operations across Voice, Email, Live Chat, WhatsApp and Social channels, ensuring service excellence and SLA achievement. Coach, develop and motivate a team of Customer Care Advisors through regular feedback, quality monitoring and performance reviews. Plan and manage team schedules to ensure adequate coverage and operational efficiency across all customer service channels. Identify training needs, support onboarding and deliver coaching sessions to enhance team capability and performance. Manage customer escalations, ensuring timely and customer-centric resolutions while delivering an exceptional customer experience. Monitor and analyse operational KPIs (Service Level, Quality, Productivity, CSAT, NPS and Backlog) and drive continuous improvement initiatives. Partner with the KSA Service Centre to ensure timely spare parts availability, efficient repair turnaround times and seamless after-sales operations. Collaborate with cross-functional teams including Retail, Logistics, Warehousing, E-Commerce and Brand teams to improve customer experience and resolve operational challenges. Ensure compliance with company policies, service standards and customer care procedures. Prepare operational reports and provide performance insights to support business decisions.

Desired Candidate Profile

What you'll need to succeed

Bachelor's degree in business administration or a related field. 3+ years of experience in Customer Care or Contact Centre operations, including team leadership. Strong leadership, coaching and stakeholder management skills. Experience managing customer escalations and driving service excellence. Good analytical skills with the ability to interpret performance metrics. Excellent communication skills in English; Arabic is a must. Experience with CRM (salesforce) and customer engagement platforms (Genesys) is preferred. Strong Microsoft Excel skills, including reporting, data analysis and performance tracking.