Customer Service Manager
Cairo
Customer Experience – Customer Success /
Full-Time /
On-site
About Us
Sylndr was born to build trust in the Egyptian pre-owned cars market by bringing transparency, reliability, and best-in-class service to all stakeholders.
We are on a mission to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or to buy high-quality and affordable cars seamlessly.
About the Role
As a Customer Success Manager, you will oversee the overall strategy and performance of the customer success function. You will manage and mentor the Customer Success Leads and their teams to ensure exceptional customer support and satisfaction. Your role will focus on driving customer retention, enhancing customer experience, and aligning customer success initiatives with broader business goals. You will foster a collaborative and motivated environment to empower your teams to exceed customer satisfaction targets while continuously improving processes and outcomes.
What You Will Do!!
- Provide strategic guidance and coaching to Customer Success Leads and their teams, ensuring they deliver exceptional customer experiences.
- Monitor and evaluate team performance, leveraging data-driven insights to refine processes and achieve customer satisfaction and retention goals.
- Serve as the primary escalation point for complex customer issues, collaborating across departments to ensure timely resolution and customer satisfaction.
- Develop and implement training programs to enhance team capabilities in customer support, communication, and problem-solving.
- Manage multiple initiatives simultaneously, prioritizing effectively to balance team performance, operational efficiency, and customer outcomes.
- Analyze call center metrics, including customer feedback and operational KPIs, to identify trends and areas for improvement.
- Foster a culture of continuous improvement by setting clear expectations, providing regular feedback, and recognizing achievements within the team.
- Ensure alignment of customer success activities with broader business objectives, acting as a liaison between the call center, sales, and other departments.
Who You Are!!
- At least 4 years of experience managing a team of leads in a customer service or call center environment.
- Proven track record in setting and achieving performance targets while driving customer satisfaction.
- Strong expertise in call center operations, including launching new queues, workflow optimization, and escalation management.
- Advanced analytical skills with the ability to interpret data and provide actionable insights.
- Skilled in call center tools and reporting to enhance operational efficiency and team performance.
- Exceptional leadership, coaching, and communication abilities, with a natural ability to connect with people and inspire teams.
- Adept at prioritizing tasks, solving problems, and driving continuous improvement.
- Focused on aligning customer success efforts with organizational goals and delivering exceptional service.
