Customer Support Manager

About the role

We are seeking a forward‑thinking Customer Experience (CX) Manager to own the end‑to‑end journey for learners and teachers on our EdTech platform. You will leverage AI tools to automate, personalize, and continuously improve every touchpoint, ensuring a seamless experience at scale.

Key responsibilities

• Deploy and manage AI chatbots and virtual assistants for Tier‑1 support, using tools such as Intercom, Zendesk AI, and Freshdesk AI.
• Automate ticket routing, resolution, and follow‑ups, and design intelligent escalation flows that blend automation with human support.
• Monitor CX metrics (CSAT, NPS, FRT, AHT, resolution rate) via real‑time dashboards and use AI analytics to spot friction points and churn signals.
• Translate data insights into actionable improvements across the user journey.
• Lead, coach, and set KPIs for a team of CX agents, creating AI‑assisted QA frameworks and a culture of continuous improvement.
• Partner with Product, Operations, and Marketing to feed customer insights into roadmap decisions, resolve teacher‑side issues, and drive retention campaigns.

Required profile

• 4–6 years of experience in customer experience, with at least 2 years in a leadership role.
• Hands‑on experience with AI‑powered CX tools (Intercom, Zendesk, Freshdesk or similar).
• Strong analytical mindset comfortable with dashboards, funnels, and cohort analysis.
• Experience in a marketplace, EdTech, or tech platform is a strong plus.
• Familiarity with prompt engineering or AI workflow automation is a plus.
• Bilingual in Arabic and English.

Required skills

• Intercom
• Zendesk
• Freshdesk
• AI analytics platforms
• Data dashboard creation
• Cohort analysis
• Prompt engineering (optional)