Customer Success Manager

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

Key Responsibilities

Lead, coach, and motivate the Customer Support team to meet operational goals while maintaining high service standards and delivering excellent customer experiences. Oversee daily contact center operations by monitoring real-time metrics to ensure service levels are consistently met across phone, chat, and case escalations.

Manage team and individual performance against KPIs, identifying gaps and implementing targeted coaching and improvement plans. Handle workforce planning, scheduling, attendance, overtime, and capacity allocation based on forecasted demand to maintain adequate staffing and effective queue management.

Drive customer satisfaction, retention, and engagement by resolving complaints efficiently and proactively addressing customer pain points. Develop, review, and implement standard operating procedures (SOPs), workflows, and service strategies to improve resolution efficiency and operational productivity.

Prepare operational dashboards, reports, and performance reviews to provide actionable insights to senior leadership. Analyze data and translate findings into recommendations for continuous improvement. Collaborate cross-functionally with Product, Live Operations, Marketing, and other teams to resolve recurring issues and enhance the overall customer journey.

Ensure compliance with company policies, quality standards, and customer handling guidelines across all support channels. Identify opportunities for automation and resource optimization to increase operational efficiency while maintaining service quality. Foster a customer-centric, accountable, and high-performance team culture that supports employee development and collaboration.

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.

Demonstrated ability to scale, coach, and develop customer support teams in high-volume environments. 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; knowledge of SQL 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 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 preferred. At Snoonu, you will collaborate with a global team and enjoy a culture that values autonomy, continuous learning, and innovation. Benefits include flexible time off, generous wellness policies, learning budgets, and access to courses and tools for professional growth.

Snoonu is certified as a Great Place to Work® and holds ISO 9001:2015 and ISO 45001:2018 certifications, reflecting our commitment to quality, safety, and a supportive workplace. We embrace diversity and inclusion, fostering an environment where everyone can thrive.

Join us to be part of a company that not only builds innovative technology but also gives back to the community through sustainable practices and corporate social responsibility initiatives. If you are passionate about leading customer service excellence and driving impactful change, apply now and help us build the future together.