More jobs:
Lead , Customer Care
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-04-23
Listing for:
Mrsool
Full Time
position Listed on 2026-04-23
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support
Job Description & How to Apply Below
The Job in a Nutshell 💡
We are looking for a proactive and people-focused Customer Care Team Lead to join our Live Chat support team at MRSOOL in Saudi Arabia. In this role, you will lead a team of customer care agents, ensuring high-quality support, fast response times, and an outstanding customer experience across our live chat channels.
What You Will Do💡- Lead, coach, and support a team of Customer Care agents handling live chat interactions
- Monitor team performance and ensure KPIs and SLAs are consistently met
- Provide real-time support and guidance to agents during shifts
- Handle escalations and resolve complex customer issues efficiently
- Analyze performance metrics and identify areas for improvement
- Conduct regular feedback sessions and performance reviews
- Collaborate with internal teams to enhance customer experience and processes
- Ensure adherence to company policies, tone of voice, and quality standards
- Previous experience in Customer Care or Customer Support (preferably in live chat)
- Proven experience in a leadership or team lead role
- Strong communication skills in Arabic and English
- Ability to manage performance, motivate teams, and drive results
- Strong problem-solving and decision-making skills
- Experience with customer support tools and CRM systems is a plus
- Ability to work in a fast-paced, dynamic environment
- Inclusive and Diverse Environment:
We foster an inclusive and diverse workplace that values innovation and provides flexibility. - Competitive Compensation:
Our compensation packages are competitive and include potential share options for certain roles. - Personal Growth and Development:
We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment. - Autonomy and Mentorship:
You’ll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.
Working Hours:
5 days a week, 8 working hours and 1 hour lunch break.
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