Lead, Customer Care
About This Role
We are looking for a proactive and people-focused Customer Care Team Lead to join our Live Chat support team at MRSOOL in Saudi Arabia. In this role, you will lead a team of customer care agents, ensuring high-quality support, fast response times, and an outstanding customer experience across our live chat channels.
What You Will Do
- Lead, coach, and support a team of Customer Care agents handling live chat interactions
- Monitor team performance and ensure KPIs and SLAs are consistently met
- Provide real-time support and guidance to agents during shifts
- Handle escalations and resolve complex customer issues efficiently
- Analyze performance metrics and identify areas for improvement
- Conduct regular feedback sessions and performance reviews
- Collaborate with internal teams to enhance customer experience and processes
- Ensure adherence to company policies, tone of voice, and quality standards
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