Customer Service Team Leader – Riyadh

About the role

The Customer Service Team Leader will oversee supervisors and frontline agents across multiple contact channels, ensuring a consistent, high‑quality consumer experience that aligns with Nestlé Waters standards. This role acts as a bridge between senior management and the contact centre, driving performance, coaching leadership, and continuously improving service processes.

Key responsibilities

• Lead, coach and develop Customer Service Supervisors and their teams, ensuring performance standards and accountability.
• Manage daily operations across voice, live chat, email, WhatsApp and social media, monitoring KPIs and SLA compliance.
• Handle complex escalations such as delivery failures, billing disputes, product quality complaints and VIP cases.
• Support end‑to‑end subscription lifecycle activities and collaborate with logistics, warehouse and delivery teams.
• Analyze performance data, track CSAT, NPS, FCR, AHT and other metrics, and present insights to management.
• Ensure compliance with SOPs, lead quality improvement initiatives and partner with QA and Training teams.
• Collaborate cross‑functionally with Logistics, E‑commerce, CRM, Marketing, Finance and Billing.

Required profile

• Proven experience leading customer service supervisors and large frontline teams.
• Strong people‑leadership and coaching abilities.
• Excellent problem‑solving skills for handling sensitive escalations.
• Ability to analyse data, generate reports and drive actionable improvements.
• Customer‑centric mindset with a focus on service excellence.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a leading global beverage company.
• Dynamic, consumer‑focused work environment.
• Professional development and career growth prospects.