Customer Support Operations Manager

About the role

Noon is building a fast‑growing hyper‑local commerce platform across the Middle East. The Customer Support Operations Manager will lead a 24/7 support team handling email, chat and other digital channels, ensuring high‑quality, empathetic service and meeting strict SLA targets.

Key responsibilities

• Manage 24/7 support operations across multiple channels, ensuring adherence to TATs and SLAs.
• Drive performance against KPIs such as CSAT, FRT, AHT, backlog, repeat contact rate and productivity.
• Conduct audits, monitor CSAT feedback and handle critical escalations.
• Identify and implement automation (AI bots, templates, macros) to improve efficiency.
• Maintain SOPs, knowledge bases and workforce management schedules.
• Produce daily, weekly and monthly reports with insights and recommendations for senior leadership.
• Lead hiring, onboarding and development of agents and team leads.
• Collaborate with QA, training, technology and product teams to drive continuous improvement.

Required profile

• 5‑7 years of hands‑on experience in BPO/contact‑center operations, preferably e‑commerce or telecom.
• Proven track record managing high‑volume, multi‑channel support teams.
• Strong analytical, crisis‑management and stakeholder‑management abilities.
• Excellent English communication (written and oral) and a high level of commitment and accountability.

Required skills

• Zoho
• Freshdesk (CRM)
• SQL
• Data extraction
• Data modeling
• Documentation
• MIS reporting
• SLA governance
• Process compliance
• QA tools
• Analytics
• Automation (AI bots, templates, macros)