Director of Customer Support

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
  
  
  

Qualifications

• 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
  
  
  

Alert for Candidates Please be aware that Rewaa and its subsidiaries do not conduct interviews via email or text and will never request payment as a condition for applying for a position or receiving a job offer. To ensure your safety, apply only through Rewaa’s official channels and avoid sharing personal information (name, address, birthdate, ID number, etc.) with unsolicited contacts. If you encounter anything suspicious, please let us know so we can assist you. تنبية للمتقدمين تؤكد شركة رِواء وشركاتها التابعة على أنها لا تجري أي مقابلات عمل عبر البريد الإلكتروني أو الرسائل النصية، ولن تطلب أي مبالغ مادية كشرط للتقديم أو لتلقي عرض عمل على أي وظيفة. التقديم على وظائف شركة رواء يتم فقط عبر القنوات الرسمية للشركة، ونحذر من مشاركة معلوماتك الشخصية (مثل الاسم، العنوان، تاريخ الميلاد، والهوية الوطنية، وغيرها) مع أي طرف خارجي. Notice to External Recruiters and Staffing Agencies Rewaa does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Rewaa hiring managers, or by other means will be considered gratis, and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Rewaa and resumes have been solicited by our Talent Acquisition team in connection with a specific job opening. إشعار للمستقطبين الخارجيين ووكالات التوظيف تؤكد شركة رِواء أنها لا تقبل أي سيرة ذاتية من المستقطبين الخارجيين أو وكالات التوظيف إلا إذا كانت بموجب عقد مبرم وموقع بين الطرفين. أي سيرة ذاتية تُقدم إلى قاعدة بياناتنا، أو تُرسل مباشرةً إلى مسؤولي التوظيف في شركة رِواء، أو تُرسل عبر أي وسيلة أخرى دون عقد مسبق، ستُعتبر خدمة مجانية، ولن يتم دفع أي رسوم توظيف في حال تعيين المرشح. تُدفع الرسوم فقط إذا تم طلب السيرة الذاتية من قِبَل مسؤولي التوظيف لدى شركة رِواء بموجب العقد.