Customer Success Manager

Snoonu is a technology-driven platform that connects customers, merchants, and delivery partners, aiming to redefine daily life through fast and seamless services. We are seeking a Customer Services Manager to lead our customer support operations, enhance customer satisfaction, and ensure smooth service delivery across all channels. The ideal candidate will be a strong leader with a data-driven mindset, experienced in performance management, workforce optimization, and continuous improvement within high-volume environments.

Key Responsibilities
Lead, coach, and motivate the Customer Support team to meet operational targets and maintain high service standards. Oversee daily contact center operations by monitoring real-time metrics to ensure service levels are consistently met. Manage team and individual performance against KPIs, identifying gaps and implementing targeted coaching and improvement plans. Handle workforce management including planning, scheduling, attendance, overtime, and capacity allocation based on demand forecasts. Supervise operations across phone, chat, and case escalations, ensuring adequate staffing and effective queue management. Drive customer satisfaction and retention through efficient complaint resolution and proactive identification of customer pain points. Develop and refine SOPs, workflows, and service strategies to improve resolution efficiency and operational productivity. Prepare operational dashboards and detailed reports for senior leadership, translating data insights into actionable recommendations. Collaborate cross-functionally with Product, Live Operations, Marketing, and other teams to resolve recurring issues and enhance the customer journey. Ensure compliance with company policies, quality standards, and customer handling guidelines. Identify opportunities for automation and resource optimization to improve operational efficiency. Foster a customer-centric, accountable, and high-performance culture that supports employee development and continuous improvement.

Required Qualifications
Bachelor’s degree in Business Administration, Management, or a related field. Six to eight years of experience in customer support or contact center operations, including BPO, vendor, or multi-site management. Proven leadership experience managing teams of 100+ agents for 3-5 years, with a track record of measurable improvements such as increased CSAT, reduced AHT, or lowered cost per contact. Strong understanding of contact center KPIs including CSAT, SLA, AHT, quality, productivity, and workforce utilization. Proficiency in Excel/Sheets, CRM systems, contact center tools, workforce management, and performance reporting; SQL knowledge is a plus. Excellent analytical, problem-solving, decision-making, and process optimization skills, with a focus on automation and operational efficiency. Strong communication, stakeholder management, and cross-functional collaboration abilities. Ability to manage competing priorities, lead through change, and maintain high service standards in a fast-paced environment. Fluency in English is required; Arabic language skills are an advantage.

Preferred Qualifications and Benefits
Experience in food delivery, e-commerce, quick commerce, or marketplace operations is highly desirable. Snoonu offers a dynamic work environment with global collaboration opportunities and a strong emphasis on learning and growth through access to courses and development tools. Employees enjoy autonomy in their roles, flexible time off policies, and a culture that embraces agile methodologies. The company is Great Place to Work® certified, reflecting a commitment to a supportive and empowering workplace. Additionally, Snoonu holds ISO 9001:2015 and ISO 45001:2018 certifications, underscoring its dedication to quality and safety. Beyond business, Snoonu actively engages in sustainable practices and community initiatives, fostering a diverse and inclusive workplace where everyone is encouraged to thrive.

Join Snoonu to be part of an innovative team that is transforming everyday life through technology. Your leadership will help shape exceptional customer experiences and drive meaningful change.