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Customer Care Manager

بوسطة· Commercial – Customer Experience
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Hybrid (Cairo)Full-timePosted 2w ago

About the role

Senior manager role overseeing a team of Team Leaders responsible for voice and non-voice support channels, driving KPIs and customer experience in an e-commerce/shipping context.

Responsibilities

  • Lead and manage a team of Team Leaders, providing guidance, support, and mentorship to ensure optimal performance and professional development.
  • Develop and implement strategies to achieve KPIs, such as customer satisfaction, response time, first contact resolution, and other relevant metrics.
  • Collaborate with cross-functional teams, including Operations, Sales, and Product, to continuously improve customer support processes and enhance customer experience.
  • Analyze customer feedback and identify areas for improvement, implementing necessary measures to address concerns and enhance customer satisfaction.
  • Maintain a customer-centric approach throughout all support channels, ensuring prompt and effective resolution of customer issues and inquiries.
  • Monitor and evaluate team performance, providing regular feedback and coaching to ensure individual and team success.
  • Stay updated on industry trends, best practices, and emerging technologies in customer support and e-commerce/shipping industries.
  • Maintain a positive and collaborative work environment, fostering strong teamwork and employee engagement.
  • Prepare reports and present performance data to senior management, highlighting achievements and areas requiring attention.

Qualifications

  • Minimum 5 years of experience in managing a customer support team, preferably in the e-commerce/shipping industry.
  • Proven track record of successfully achieving KPIs and improving customer satisfaction metrics.
  • Strong leadership skills with the ability to motivate and inspire teams towards achieving common goals.
  • Excellent communication and interpersonal skills, with the ability to build relationships and effectively collaborate with internal and external stakeholders.
  • Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
  • Customer-centric approach with a strong focus on delivering exceptional customer service.
  • Proficiency in using customer support software and tools.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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