Customer Success Lead

Role Purpose

As a Customer Success Lead, your role is to ensure customers receive an exceptional end-to-end experience. This role acts as the voice of the customer within the branch, working across departments to monitor service delivery, resolve issues, and drive continuous improvement. The lead ensures operational alignment to customer expectations, helping the company maintain a high level of customer satisfaction and loyalty.

Roles & Responsibilities

Customer Escalation & Complaint Management

• Act as the primary point of contact for customer escalations within the branch.
• Analyze and respond to customer complaints, taking full ownership until resolution.
• Ensure timely and effective resolution in line with service standards.

Post-Sales Operations Management

• Monitor and manage the full post-sales cycle, including order fulfillment, delivery, installation, and after-sales service.
• Ensure a seamless and high-quality customer experience across all post-sales touchpoints.

Cross-Functional Coordination

• Coordinate with internal departments (logistics, warehouse, installation, aftersales) to ensure smooth operations.
• Drive alignment between teams to meet timelines and service quality expectations.

Performance Monitoring & Reporting

• Track and report on customer success KPIs such as resolution time, CSAT, and NPS.
• Provide insights and performance updates to management for decision-making.

Continuous Improvement & Feedback

• Conduct root cause analysis for recurring issues and recommend improvements.
• Provide regular feedback to central operations and customer experience teams.
• Support ongoing enhancement of processes and service quality.

Capability Building & Compliance

• Support training and development of front-line staff on customer service best practices.
• Ensure adherence to company policies, SLAs, and customer commitments.

Experience & Qualifications

• 4+ years of experience in customer service, operations, or customer experience — preferably in retail, logistics, or service-based environments.
• Strong knowledge of customer service standards and issue resolution practices.
• Excellent communication, coordination, and problem-solving skills.
• Ability to manage multiple stakeholders in a fast-paced operational setting.
• Proficient in Microsoft Office; familiarity with CRM and ERP systems is a plus.
• Fluent in Arabic and English.
• Bachelor's degree in business administration, Customer Experience, Information Systems, or a related field; a master’s degree is a plus.