About LucidyaLucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.Why This Role MattersSupport is where promises get tested.Our customers (enterprises, government entities, and large organisations) chose Lucidya because they believed it would make their teams better. When something goes wrong, or when they simply need answers fast, this team is what they experience. That experience either reinforces their decision or erodes it.We are building a support function that doesn't just respond - it resolves, learns, and improves continuously. You will own that function. You will set the standard for what great support looks like at Lucidya, build the team and systems to deliver it, and use AI and automation to make it scale.If you do this well, customers stay, trust deepens, and the entire business feels it.What You Will DoRun the operationLead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketingOwn SLAs end-to-end. You set the targets, you monitor them, and you close the gaps when they slipTake ownership of escalations - not just to resolve them, but to understand why they happened and stop them from recurringTrack the metrics that matter: CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog. Know your numbers at all timesMake the system betterDesign and continuously refine support workflows, ticket routing, and escalation paths — then simplify them againIdentify inefficiencies before they become patterns. If something is slowing the team down, fix itBuild and maintain a knowledge base that is accurate, consistent, and genuinely useful - not just a repository nobody readsImplement a QA process with teeth. Review real interactions, give direct feedback, and raise the floor on response quality across the teamPut AI to workDeploy AI tools and support agents to improve the speed, consistency, and quality of every interactionIdentify the tickets that should never reach a human and build the automation to handle themMonitor AI-generated responses for accuracy and reliability. When they fall short, fix the root cause (the content, the flow, or the use case definition)Track AI performance through deflection rate, resolution rate, and accuracy. Improve what isn't workingStay ahead of where AI can go next in your workflows. You aren't waiting for someone to suggest itWork across the businessPartner with Product and Engineering to surface bugs, pattern recurring issues, and turn support data into product improvementsStay close to Customer Success on at-risk accounts, open issues, and customers that need elevated attentionTranslate ticket trends and customer behaviour into clear, actionable recommendations - for your team and for the wider businessWho You AreYou have 5+ years in customer support within a SaaS environment, and at least 2 of those in a leadership roleYou are fluent in Arabic and English, written and spoken - this is non-negotiableYou know your tools. Intercom, Jira, and AI-assisted support platforms are part of how you work, not things you are still learningYou are operationally minded. You think in systems, not just tasks. You build things that scaleYou communicate clearly with everyone - engineers, executives, and customers who are frustratedYou hold a high bar and enforce it, but you develop your team rather than just managing themExposure to social media management, CRM, or monitoring tools is a plusCulturally, you are:Accountable. You own outcomes, not just activitiesDecisive under pressure. When things are broken, you move fastRelentlessly improving. Good enough is a starting point, not a destinationEnergised by building. This role has real scope - that excites you, not overwhelms youWhat The Hiring Process Will Look LikeScreening call with Talent AcquisitionTechnical interview with the hiring managerPractical taskFinal interview and offer