Senior Team Leader, Customer Support

Job title: Senior Team Leader, Customer SupportLocation: Egypt About noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Team Leader, Customer Support who can help us move even faster.noon’s mission: Every door, every day.What you'll do:Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.The Senior Team Leader would be responsible for managing a world-class customer service team for noon minutes for all customer channels based out of our Egypt campus. This role would be the bridge between CS Assistant Manager and CS Agents, and drive our contact center operations based out of Egypt office(s). They will build a seamless feedback loop to ensure smooth operations and ultimately the best customer experience. What will you do?You will be responsible for delivering critical KPIs for the business and ensuring discipline in the team, promoting a healthy competitive culture.Identify key gaps in the process, customer experience, and team knowledge constantly and strive for continuous improvement. Drive performance across the board including the formulation of a stringent performance improvement plan for your direct reports.Manage people issues and enforce order and discipline on the floor in an office environment. Directly or indirectly manage internal and external stakeholders, and their expectations, and conclusively drive outcomes.Hire, train, and supervise best-in-class resources to scale the team as per business needs and requirementsBe the voice of the customer- go above and beyond your call of duty and ensure customers’ concerns are addressed in a timely and efficient manner.Have a proactive approach to customer service- regularly highlighting customer pain points to management and planning to control the customer contact rate.Ability to provide performance feedback to CS Agents on a day-to-day basis, ensuring key KPIs are always achieved.Authorize any disciplinary action against a member of the CS team in case of any major breaches/lapses observed in the processes.Deal with the local and relevant consumer protection authorities and ensure the cases are proactively and timely resolved.Have an active role in reviewing complaints and actively calling customer(s) to ensure reversal of poor customer experience.Rostering, attendance, leave management, and transportation management along with addressing any other needs of your team will be your responsibility.Review and approve exceptional refunds.Ability to identify the root cause of any customer escalation and document the steps being taken to ensure its elimination.What you'll need:Proven experience in successfully managing a large team of customer service representatives in E-commerce, Quick commerce, Food, and/or Online Grocery domain(s).5+ years of relevant experienceEfficient in Excel, Structured document writingProficient in creating daily/weekly and monthly performance reports to track key KPIs for CS leadership and business team(s).Proficient in giving structured performance feedback to immediate reports and driving performanceExperience of working on cross-organizational projects that improved the customer experience directly or indirectly. Strong problem-solving, communication, and team skillsFluent in English and Arabic (both written and spoken)Ability to work in a fast-paced environmentWorking knowledge of SQL and Looker Studio/PowerBi would be an advantageWho will excel?We’re looking for people with high standards, who understand that hard work matters.You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone; readiness to adapt, pivot, and learn is essential.