Director of Customer Support
Rewaa
Date: 2 weeks ago
City: Riyadh
Contract type: Full time
Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa! The Director of Technical Support leads the strategy and tactical operations of Rewaa’s technical support team. This individual reports directly to the VP of Global Customer Success. This leader must be passionate about developing teams, coaching, identifying and removing obstacles, in pursuit of exceeding support targets and developing a sense of integrity and commitment to customer satisfaction. They should be able to effortlessly move from strategic thinking to overseeing tactical execution. This leader will work extensively with senior leaders across Customer Success, Engineering, Product, and other Rewaa organizations. Responsibilities
- Leadership & Strategy
- Lead and mentor a team of inside technical support representatives, fostering a culture of excellence, continuous improvement, and a customer-first mindset
- Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience with an eye to a transition towards true omni-channel support experience
- Provide strategic leadership and tactical oversight in the management of people and operational resources, ensuring the successful execution of services
- Proven ability to maintain constant communication of all types within the support teams and cross-functional groups
- Leads the development and implementation process of Rewaa’s services involving departmental or cross-functional teams focused on the delivery of new or existing projects
- Collaborate cross-functionally with Sales, Product, Marketing, and Technical teams to ensure alignment and seamless customer journeys
- Lead the up-skilling programs of employees in skill certification and implement employee motivation / recognition programs
- Primary point of contact for internal and external leadership escalations
- Operational Excellence
- Manage the department by defining service-level objectives, optimizing activities, and driving visibility through analysis, trends and defining key operational metrics
- Oversee and ensure that the team's performance metrics and KPIs are met
- Actively collaborates with the Product Development/Engineering and Sales teams to proactively plan and support existing and newly launched products
- Possesses a strong quality and process oriented background
- Coordinate and manage scheduling of our technical support availability to best support chat and call volumes
- Provides technical oversight to programs ensuring compliance with Rewaa’s policies and procedures
- Monitor upstream and downstream production process performance
- Troubleshoot process deviations to understand the possible causes from a scientific perspective
- A minimum of 5 years in a technical support leadership role, as a Director or Manager
- A minimum of 5 years of experience in SaaS industry
- A minimum of 5 years of experience with B2B Customer Success
- Experience in and a strong understanding of ITIL principles and concepts, Incident/Change/Problem Management
- Global support and sales experience preferred, but regional level required
- Strong PPI mindset - ability to drive productivity and sustainable improvements
- Profound understanding of chat support systems, preferably, Intercom, LiveChat, Tawk.to, ZenDesk, Re:amaze, or LiveAgent
- Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce
- Demonstrated success in supporting SMB, mid-market and enterprise accounts
- Exceptional people management skills, with a proven 'player-coach' track recordStrong delivery focus, working to demanding deadlines, prioritizing team workload, and managing your own
- Ability to create, review, and improve processes to drive operational efficiency
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making
- Excellent communication and interpersonal skills, with the ability to influence and build strong relationships at all levels
- BA in Computer Science, BA/BS in Business/Finance or equivalent / MBA
- Bi-Lingual in English and Arabic equired
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