Customer Experience Team Lead

Casablanca, Casablanca-Settat, Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Lead a global customer support team at Deliverect, a SaaS unicorn revolutionizing commerce for food and retail industries. Manage 6-12 support agents across multiple customer segments, optimize workflows, analyze KPIs, and collaborate with cross-functional teams. This hybrid role in Casablanca requires 2+ years of team leadership experience in SaaS, fluency in English/French/Arabic, and strong technical troubleshooting skills. Drive continuous improvement and customer satisfaction while developing your team in an innovative, fast-paced environment.

Exigences clés (estimation)

Manage and develop a global team of 6-12 support agents, providing coaching and performance feedback across all customer segments.
Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs.
Collaborate with Product, Engineering, and Sales teams to resolve escalated issues and ensure smooth communication.
Lead recruitment, promotions, and professional development to foster continuous learning within the team.
Analyze performance metrics and KPIs to implement efficiency improvements and optimize workflows across regions.
Lead customer experience initiatives including tool launches, documentation updates, and process streamlining.

Compétences

Team leadership and people management in SaaS environmentsTechnical troubleshooting and complex customer escalation managementPerformance data analysis and KPI interpretationFluency in English, French, and ArabicCross-functional collaboration and stakeholder managementProcess optimization and workflow improvement

Niveau estimé

This senior-level role requires 2+ years of proven team leadership experience, ideally in a SaaS environment. You should have demonstrated success managing support teams, analyzing performance metrics, and driving operational improvements.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Hybride
Fonction: Service client / SAV
Secteur: Informatique / IT
Langues: Anglais, Français, Arabe

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

Join Deliverect as a Customer Experience Team Lead in Casablanca, Morocco. You will lead and develop a high-performing global support team of 6-12 agents, championing our customer-first culture during an exciting period of regional growth. This full-time, hybrid role offers 3 days in our Casablanca office and 2 days working from home.

Main Responsibilities

Manage and develop a global team of frontline and premium support agents, providing coaching and performance feedback across all customer segments (SMB, MM, Enterprise).
Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs while continuously improving support processes.
Collaborate with Product, Engineering, and Sales teams to resolve escalated issues and ensure smooth cross-departmental communication.
Lead recruitment, promotions, and professional development initiatives to foster a culture of continuous learning within the team.
Analyze team performance metrics and KPIs (response time, resolution time, CSAT) to implement efficiency improvements across global hubs.
Lead customer experience initiatives such as launching new tools, updating documentation, and streamlining workflows.

What You Bring

2+ years of experience as a technical support team lead or similar leadership role, ideally in a fast-paced SaaS environment.
Native or professional fluency in English, French, and Arabic to support diverse customers and internal stakeholders.
Proven ability to analyze performance data and translate insights into actionable workflow optimizations.
Strong technical troubleshooting skills and experience managing complex customer escalations with empathy.
Excellent communication and negotiation skills with the ability to influence cross-functional teams.

A Typical Day

Conduct team check-ins to review open tickets, ensure SLA alignment, and address escalated issues from the previous day.
Monitor team KPIs using data analysis tools and adjust workflows to optimize performance across regions.
Coach individual team members with actionable feedback on technical troubleshooting and customer communication.
Interact with Product, Engineering, and Sales teams to resolve complex technical issues and inform product improvements.
Identify process inefficiencies and propose workflow improvements to reduce resolution time.
Conduct one-on-one meetings to discuss career progression and manage recruitment and retention strategies.

What You'll Gain

Dedicated learning budget to expand your skills in a dynamic environment.
Opportunity to solve meaningful challenges impacting the global tech industry.
Access to cutting-edge solutions with weekly releases and new features.
Collaboration with a diverse, international team valuing transparency and multiple perspectives.
Position at a rapidly scaling SaaS unicorn in the order management industry.

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .