Senior Customer Support Specialist

Job Summary:Lead customer support and customer experience operations across all brands, ensuring high service quality, effective complaint resolution, and continuous improvement of customer satisfaction. Oversee NDR and Win-Back processes while leading and coaching the Customer Experience team.

Key Responsibilities

Lead and coach Customer Experience Officers.Monitor service quality, response times, and team performance.Handle escalated complaints and ensure effective resolution.Own and improve customer support, NDR, and Win-Back processes.Coordinate with Operations, couriers, and fulfillment teams to resolve delivery issues.Analyze customer feedback and identify areas for improvement.Track customer support KPIs and prepare regular performance reports.Collaborate with Commercial and Platform teams to enhance the customer journey.

Requirements

Bachelor's degree in Business Administration, Marketing, or a related field.Minimum 5 years of experience in Customer Support or Customer Experience, preferably in E-Commerce or Retail.At least 2 years of team leadership experience.Experience with Salla, CRM, and Helpdesk platforms.Strong leadership, analytical, communication, and problem-solving skills.Fluency in Arabic and English.