Customer Experience & Support Lead

Description

Summary: Lead exceptional customer experiences and high-performing support teams to drive service excellence and improve customer satisfaction in a fast-growing technology company. Highlights: 1. Lead customer experience initiatives in an innovative technology company 2. Work with a collaborative and high-performing team 3. Drive meaningful improvements that impact customers and business growth **Customer Experience \& Support Lead \| Onsor Technologies** Lead exceptional customer experiences in a fast\-growing technology company. **Onsor Technologies** is seeking an experienced Customer Experience \& Support Lead to oversee customer support operations, drive service excellence, and lead high\-performing support teams. You'll play a key role in improving customer satisfaction, optimizing support processes, and ensuring outstanding service across every customer interaction. **Key Responsibilities:** * Lead customer support operations across Level 1, Level 2, and partner support teams * Develop and implement customer experience strategies and service standards * Manage escalated customer issues and ensure timely resolution * Monitor SLAs, KPIs, and customer satisfaction to drive continuous improvement * Lead, coach, and develop customer support teams * Manage CRM and ticketing platforms such as Odoo, Zendesk, or ServiceNow * Analyse support performance and recommend process improvements * Collaborate with engineering, product, and operations teams to enhance customer outcomes **Skills \& Experience** * Bachelor's degree in Business, Engineering, Information Technology, or a related field * 5–7 years of experience in customer support, customer experience, or service operations * 3–5 years of experience leading customer support teams * Experience with CRM and ticketing systems such as Odoo, Zendesk, or ServiceNow * Strong knowledge of SLA management, KPI reporting, and service operations * Excellent leadership, communication, analytical, and problem\-solving skills * Fluent in English and Arabic **Preferred Qualifications** * Experience in AI, IoT, SaaS, or enterprise technology environments * Knowledge of technical support and field service operations * Experience with workflow automation and customer experience analytics * Strong stakeholder management and strategic planning skills **Why Join Onsor Technologies?** Lead customer experience initiatives in an innovative technology company Work with a collaborative and high\-performing team Drive meaningful improvements that impact customers and business growth Enjoy opportunities for career advancement and professional development *Apply now and help shape an outstanding customer experience at Onsor Technologies.* Pay: From RO1,800\.000 per month Work Location: In person