Customer Support Manager

About the role

We are looking for a Customer Support Manager to lead our noon Minutes support team in Egypt. You will be responsible for handling customer complaints from multiple channels, building a high‑performing escalation team, and working closely with fulfillment, logistics, and product teams across the Gulf region.

Key responsibilities

• Resolve complaints within defined SLA and ensure 24/7 team availability.
• Analyze recurring complaint patterns and collaborate with ground operations and tech teams to implement root‑level solutions.
• Reduce resolution times by improving processes, ticket assignment logic, and early escalation detection.
• Prepare detailed Root Cause Analyses for complex cases and drive changes across the value chain.
• Compile and share daily, weekly, and monthly insights with senior management.
• Uphold company policies, regulatory requirements, and industry standards.
• Develop and manage a skilled complaints resolution team.
• Continuously improve team productivity while maintaining high service quality and customer satisfaction.
• Partner with internal technology and product teams to drive innovative enhancements to the customer experience.

Required profile

• Early‑career professional with a strong problem‑solving mindset.
• Proven ability to handle complex customer issues and drive turnaround.
• Excellent analytical skills to identify patterns and root causes.
• Strong communication and collaboration skills to work with cross‑functional teams.
• Commitment to maintaining high standards of service and compliance.

Required skills