Customer Success Supervisor
Skills
About This Role
Posting Start Date: 4/20/26
Purpose of the Job
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The Customer Success Supervisor at Aramex is responsible for leading a team of customer success agents to ensure high-quality service delivery, fostering long-term customer relationships, and driving customer satisfaction and retention.
This role involves guiding the team, resolving complex issues, monitoring performance metrics, and implementing strategies that align with the company’s service standards and customer experience goals.
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- Supervise, coach, and support customer service executives handling air, sea, and land freight shipments.
- Focal point for customer’s freight shipping requests within the industrial sector.
- Assist customers on status of their shipment, outstanding shipments or tracking.
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Takes and handles customer inquiries, e.g. Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
- Ensure seamless transaction liaising with Pricing and Billing teams
- This role will serve US based Client hence the working hours will be based on US timing.
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- 3-5 years of experience in customer success, account management or a related field.
- Bachelor’s degree in business administration, communication.
- Knowledge of logistics & Supply Chin.
- Familiarity with CRM tools, Salesforce and customer support platforms.
- Strong customer-oriented mindset.
Building Outstanding Teams
Collaborate & break silos
Execution & Accountability
External focus
Growth mindset
Innovation
Setting a clear direction
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