Description

About almentor: We are the leading Video-Learning Platform in Arabic! Established in 2016, we produced over 1000 online courses for individuals, corporations, and government entities across Egypt and the Gulf. Our platform is a hub of knowledge, fostering lifelong learning and growth for individuals around the globe. We are a purpose-driven team. Our most important asset is an intellectual team that can innovate and execute. It's what moves us forward!

Our Mission: almentor is on a mission to increase accessibility to affordable quality education for Arabic-speaking communities and a Goal to serve 10 million learners in MENA

Job Overview: This role is responsible for developing support strategies, optimizing processes, leading and coaching support staff, and serving as the primary point of escalation for complex customer issues. The ideal candidate is a strong leader with excellent communication skills, a data-driven mindset, and a passion for delivering exceptional customer experiences.

As a Customer Support Manager you will:

• Lead, mentor, and motivate a team of customer support representatives.
• Hire, onboard, and train new team members.
• Conduct regular performance reviews and provide ongoing coaching.
• Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries.
• Develop and implement efficient workflows, guidelines, and support best practices.
• Monitor performance metrics (CSAT, response time, resolution rate, etc.) and proactively improve processes.
• Manage team schedules to ensure adequate coverage across shifts and channels.
• Serve as the escalation point for complex or sensitive customer issues and ensure satisfactory resolution.
• Analyze customer feedback and trends to identify root causes and improvement opportunities.
• Collaborate with product, engineering, and sales teams to communicate customer insights and enhance customer experience.
• Manage CRM and helpdesk tools and maintain support documentation, FAQs, and internal training materials.
• Track and report on team performance to leadership and contribute to long-term support strategy.

The ideal candidate will have:

• Bachelor's degree in business administration, or related field (or equivalent experience).
• +7 years of customer support or customer service experience, including 1-2 years in a leadership role.
• Excellent communication, conflict resolution, and interpersonal skills.
• Experience with CRM/helpdesk platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Strong analytical and data-driven decision-making skills.
• Exceptional organizational and time-management abilities.