Senior Team Leader, Customer Support

About the role

We are looking for a Senior Team Leader, Customer Support to lead our Egypt‑based contact centre. You will bridge the CS Assistant Manager and CS Agents, ensuring seamless operations and an excellent customer experience across all channels.

Key responsibilities

• Deliver critical KPIs and foster a competitive, disciplined team culture.
• Identify process gaps and drive continuous improvement initiatives.
• Manage performance, including performance improvement plans and disciplinary actions.
• Oversee hiring, training, rostering, attendance, leave and transportation logistics.
• Handle escalations, work with consumer protection authorities, and ensure timely resolution of complaints.
• Review and approve exceptional refunds and monitor root causes of escalations.

Required profile

• Proven experience managing large customer support teams.
• Strong ability to enforce order and discipline in an office environment.
• Excellent stakeholder management and communication skills.
• Proactive approach to identifying and addressing customer pain points.

Required skills