Lead, Customer Care

Overview

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.

• 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.