Customer Service Supervisor

About the role

We are seeking an experienced Customer Service Supervisor to lead our digital customer service team, ensuring consistent, high‑quality interactions across all online channels.

Key responsibilities

• Supervise and manage the team on Twitter, Instagram, WhatsApp and other digital platforms.
• Ensure responses follow the brand’s tone and communication standards.
• Monitor daily messages, comments, mentions and direct messages for timely, high‑quality replies.
• Handle and escalate critical cases and sensitive issues as needed.
• Manage complaints and digital communication crises before they escalate.
• Train and coach the team to maintain professional, consistent communication.
• Track KPIs such as response time, satisfaction and ticket resolution rate.
• Analyse recurring inquiries and feedback, preparing reports to improve the customer experience.
• Coordinate with Logistics, Shipping, Order Management, Content and other teams for accurate communication.

Required profile

• Minimum 3 years of experience in Customer Service or Customer Experience, preferably in e‑commerce or digital channels.
• Previous experience supervising or leading a customer service team.
• Strong communication, problem‑solving and complaint‑handling abilities.
• Experience monitoring KPIs and preparing performance reports.
• Good knowledge of digital customer service channels and social media platforms.
• Fluent in Arabic and English.