Job Details
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Job Description
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
Job Requirements
Min Requirements:
5+ years of experience in customer service, customs success or support management (preferably in logistics or supply chain related fields)
Familiar or experienced with Freight Forwarding services, digital marketplaces or SaaS service.
Data-driven and operationally strong
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