Team Lead Customer Care

About the role

instashop, an online local marketplace in the UAE and Egypt and part of the Delivery Hero group, is looking for a Team Lead Customer Care in Cairo. You will oversee and lead a number of customer service team members so that they comply with customer service standards and procedures, giving clients and users the support they need throughout their order journey.

Key responsibilities

• Manage a team of customer service representatives and ensure adherence to quality standards and performance benchmarks.
• Evaluate calls, chats and emails regularly, give constructive feedback and run coaching sessions.
• Own escalated customer issues and resolve them quickly while limiting operational impact.
• Maintain compliance with company policies, procedures and service-level agreements.
• Identify workflow inefficiencies and work with stakeholders to reduce contact rates and improve satisfaction.
• Collaborate with Dispatch, Merchant Support and Rider Support teams to streamline issue resolution.
• Support onboarding and training, and monitor KPIs and team performance reports.

Required profile

• Bachelor's degree in Business Administration, Marketing, Communications or a related field, or equivalent relevant experience.
• At least 4 years of experience in customer service or call center roles.
• Strong English communication, verbal and written.
• Coaching and leadership skills, with the ability to motivate a team.
• Ability to handle high call volumes and a flexible schedule, including weekends.