Customer Service Supervisor

About the role

We are seeking a dedicated Customer Service Supervisor to lead our on‑site support team in Jeddah. You will be responsible for ensuring high‑quality service across all customer touchpoints while fostering a collaborative, high‑performing environment.

Key responsibilities

• Supervise, mentor and coach customer service representatives to achieve performance targets.
• Monitor calls, emails and chats for quality assurance and compliance.
• Act as the primary escalation point for complex or sensitive customer issues.
• Identify workflow gaps, propose improvements and collaborate with other departments.
• Track and analyse KPIs such as response time, CSAT, resolution rate and prepare performance reports.
• Assist in onboarding new team members and deliver ongoing product and service training.

Required profile

• Bachelor’s degree in Business Administration, Communications or a related field.
• 2–3 years of customer service experience, including at least 1 year in a supervisory role.
• Excellent verbal and written English; Arabic is a strong advantage.
• Strong problem‑solving ability and calmness under pressure.
• Full‑time availability on‑site in Jeddah.

Required skills

• Experience with CRM platforms such as Salesforce or Zendesk.
• Proficiency in Microsoft Office – Word, Excel and Outlook.

What we offer

• Stable, full‑time position in a professional environment.
• Opportunities for growth and leadership development.
• Work with premium European home‑appliance brands.