This role will lead and optimize the entire support function across onboarding, booking, tracking, finance and customer success to ensure that the Marketplace is offering the best user experience on the platform.

Responsibilities:

Team leadership and Management
Hire and train support staff across all specializations
Monitor, evaluate and improve performance metrics like FF covers, response times, resolution speed, others.
Process Optimization
Implement SLAs (Service Level Agreements) and escalation protocols
Define and document standard operating procedures (SOPs) for all support workflows
Identify and close process gaps if any
Platform Knowledge and training
Maintain and update a central knowledge base for both internal teams and user self-service support
Manages ongoing trainings and freshener courses for internal team members and on employees
Reporting and Analytics
Create periodic performance reports and insights to identify trends, bottlenecks or issues with current processes.
Track onboarding success rates and speed, booking issues, tracking difficulties and financial support

Tazamun

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