Lead, Customer Care
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-05-31
Listing for:
Mrsool Technology
Full Time
position Listed on 2026-05-31
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Mgr./ CSM, Technical Support
Job Description & How to Apply Below
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.
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.
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