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Customer Experience & Support Lead/ Supervisor

Seeb, Oman

Job Requirements

Qualifications and Experience:

  • Bachelor’s degree in Business, Engineering, IT, or a related field
  • Experience: 5 – 7 years in customer support, service operations, or customer experience roles, with at least 3–5 years in a leadership role managing multi-level teams

Technical Skills:

  • Proven expertise with CRM and ticketing systems (Odoo, Zendesk, ServiceNow, or similar)
  • Strong understanding of technical support workflows, field service operations, and escalation management
  • Ability to analyze operational data, KPIs, and customer feedback to drive decisions

Soft Skills:

  • Experience in building, coaching, and leading high-performing teams
  • Skilled in operational strategy, process optimization, and cross-functional collaboration
  • Strong decision-making and accountability for outcomes

Soft Skills:

  • Excellent problem-solving and root-cause analysis capabilities
  • Strong communication and stakeholder management skills
  • Customer-centric mindset with focus on operational excellence
  • Ability to manage multiple priorities in a fast-paced, dynamic environment

Language Requirements

  • English (fluent written and verbal) – Mandatory
  • Arabic (fluent written and verbal) – Mandatory

Job Description​

The Customer Experience & Support Lead is accountable for the full customer support function, including call center (Level 1), technical support (Level 2), and partner network operations. This role drives operational strategy, ensures seamless issue resolution, sets and enforces performance standards, and continuously improves processes to enhance service quality, customer satisfaction, and overall operational efficiency.


Key Accountabilities & Responsibilities

  • Own full accountability for customer support operations across L1 call center, L2 technical support, and partner network, ensuring service quality, efficiency, and customer satisfaction.
  • Drive operational strategy for support functions, including workflows, escalation paths, and SLA/KPI targets, making decisions to optimize performance.
  • Lead and develop Senior Care Operations Technicians and support teams, setting clear objectives, coaching for technical excellence, and building high-performing teams.
  • Resolve high-impact escalations directly or coordinate resolution across support layers, partners, and engineering, acting as the final operational authority.
  • Design and implement process improvements to eliminate recurring issues, reduce resolution times, and increase first-time fix rates.
  • Own the Digital Care system (ticketing, CRM, workflows, automation), driving system optimization and adoption to improve support efficiency.
  • Manage and influence partner network performance, ensuring accountability, quality, and SLA compliance, and driving corrective actions where needed.
  • Analyze operational performance and customer feedback to proactively identify risks, gaps, and opportunities, and implement sustainable solutions.
  • Lead new product launch readiness from a support perspective, defining operational requirements, training, and resources needed for smooth deployment.
  • Make data-driven decisions on resource allocation, escalation handling, field service prioritization, and inventory/spare part planning.
  • Represent customer support in cross-functional forums, advocating for customer experience, operational risks, and technical insights.
  • Ensure compliance and governance for safety, data privacy, and operational standards across all support activities.
  • Provide leadership reporting and insights, translating operational performance into strategic recommendations for senior management.




What's great in the job?


  • Great team of smart people, in a friendly and open culture
  • No dumb managers, no stupid tools to use, no rigid working hours
  • No waste of time in enterprise processes, real responsibilities and autonomy
  • Expand your knowledge of various business industries
  • Create content that will help our users on a daily basis
  • Real responsibilities and challenges in a fast evolving company
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