Customer Support Manager

Responsibilities

• Lead and supervise a team of customer service representatives, providing coaching, training, and performance feedback.
• Oversee daily operations of the support function to ensure timely and professional handling of all inquiries and escalations.
• Develop and implement customer service strategies to improve satisfaction and service quality.
• Monitor and report on key performance metrics to ensure team goals and SLAs are met.
• Collaborate cross-functionally with product, marketing, finance, and compliance teams to resolve complex issues.
• Identify opportunities for process improvement and automation to enhance operational efficiency.
• Manage sensitive or high-risk cases while maintaining the company's professional reputation.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 5 years of experience in customer support or service delivery.
• At least 3 years of experience in a supervisory or managerial role.
• Proven background in the fintech, trading, or a regulated financial industry.
• Proficiency with CRM and ticketing tools (experience with Freshchat, Jira, or ComplyCube is a plus).
• Excellent written and verbal communication skills in English.

Preferred Qualifications

• Fluency in Arabic.
• Strong technical proficiency and a deep understanding of trading products.
• Experience working in a fast-paced, high-growth startup environment.

Benefits

• Dynamic and exciting work environment.
• Attractive salary package.
• Opportunity to work with the fastest-growing fintech brand in the MENA region.

About the Company

Raseed Invest Limited is a fintech company dedicated to breaking down barriers to wealth creation. We make investing easy, simple, and affordable for our users to trade and invest.