Company DescriptionAt Nuya, we embrace the philosophy that beauty stems from renewal — of the skin, spirit, and the science that connects them. Born from Egypt’s rich heritage and modern innovation, Nuya creates premium skincare and beauty solutions that blend natural purity with scientific precision.Our mission is to inspire confidence, self-care, and mindful beauty through products that reflect integrity, quality, and sustainability. At Nuya, we strive to deliver ethical, effective experiences that respect both individuals and the planet.⸻Role DescriptionThis is a full-time, on-site role for a Customer Service Team Lead, based in Maadi, Cairo, Egypt.The Team Lead will oversee the daily operations of the customer service center, ensuring a high standard of customer satisfaction and a seamless brand experience. In addition to leading the team, the role is hands-on and includes directly handling customer interactions through calls and online channels.Key responsibilities include managing and mentoring team members, improving customer service processes, resolving complex customer inquiries, and ensuring alignment with Nuya’s brand values.The role also involves building and continuously updating a product knowledge base, as well as providing online skincare consultations to customers, combining scientific knowledge with customer care excellence.⸻Key ResponsibilitiesLead, manage, and mentor the customer service teamHandle customer inquiries directly via calls and online platformsEnsure high levels of customer satisfaction and service qualityDevelop, maintain, and enhance the product knowledge baseProvide professional online consultations to customers based on their needsMonitor team performance and implement process improvementsResolve complex or escalated customer issues effectivelyAlign all customer interactions with Nuya’s brand values and standards⸻QualificationsMedical background is mandatory (Pharmacy, Medicine, Dentistry, or relevant field)Proven experience in cosmetics and cosmeceutical productsDemonstrated expertise in Customer Service Management and Customer SupportStrong ability to deliver exceptional customer satisfaction and experiencesExcellent communication and interpersonal skills (verbal and written)Proven leadership skills with the ability to manage and motivate a teamStrong problem-solving, conflict resolution, and decision-making abilitiesExperience in creating or managing product knowledge/content is a strong plusAbility to work on-site in Maadi, CairoBachelor’s degree in a relevantb field is required