Customer Support Manager

Responsibilities

• Lead and manage the Customer Support team, focusing on performance, KPIs, and quality
• Own the customer experience across all channels, including chat, calls, and email
• Identify operational bottlenecks and improve workflows using data-driven insights
• Collaborate closely with Tech and AI teams to automate and optimize support processes
• Handle complex escalations and ensure fast, effective resolutions
• Monitor and improve key metrics such as CSAT, response time, and resolution rates
• Train, coach, and develop team leaders and support agents
• Build scalable systems and processes to reduce dependency on individuals

• Strong leadership experience in customer support or call center management
• Data-driven mindset with the ability to make decisions based on numbers rather than opinions
• Proven experience managing large teams in fast-paced environments
• Strong problem-solving skills with the ability to simplify complex issues
• Excellent communication and escalation handling skills
• Proficiency working with modern systems, tools, and automation
• Fluency in English (Arabic language skills are a plus)

maids.cc is not a typical call center. We operate at a massive scale, powered by advanced systems and AI. With over 25,000 employees, we maintain a zero-tolerance policy for inefficiencies, focusing on building robust processes that deliver speed, consistency, and high quality.