Customer Success Lead

About the role

The Customer Success Lead is responsible for delivering an exceptional end‑to‑end experience for our customers. Acting as the voice of the customer within the branch, you will work across multiple departments to ensure service delivery meets expectations and drives loyalty.

Key responsibilities

• Serve as the primary point of contact for customer escalations and manage complaints through to resolution.
• Oversee the full post‑sales cycle, including order fulfillment, delivery, installation and after‑sales service.
• Coordinate with logistics, warehouse, installation and after‑sales teams to ensure smooth operations and timely delivery.
• Track and report on KPIs such as resolution time, CSAT and NPS, providing insights to management.
• Conduct root‑cause analysis of recurring issues and recommend process improvements.
• Support training of front‑line staff and ensure compliance with company policies, SLAs and customer commitments.

Required profile

• Minimum 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 abilities.
• 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.

Required skills

• Proficiency with Microsoft Office.
• Familiarity with CRM systems.
• Familiarity with ERP systems.