Customer Experience Team Lead

About Karage:

At Karage, we provide cutting-edge software solutions aimed at streamlining operations, improving customer experience, and increasing revenues for companies in the automotive and engine services sector. Our flagship product is the advanced POS system, specially designed for auto repair centers, car dealerships, and related businesses. We are passionate about helping our clients improve their business operations through technology and providing exceptional service. We strive to provide an exceptional customer experience that supports making the most of our products and services.

We are looking for a Customer Experience Team Lead to play a pivotal role in enhancing customer satisfaction, building sustainable relationships, and achieving company goals. This role focuses on leading the team responsible for onboarding, technical support, and gathering feedback to improve processes and products in line with customer needs and expectations.

Key Responsibilities:

• Supervising the customer experience team, which includes the onboarding, technical support, and account management departments, and ensuring that the goals of each department are achieved.
• Design and implement strategies to enhance customer satisfaction and increase their loyalty to the company’s products and services.
• Lead initiatives to improve customer experience processes using modern technologies and best practices.
• Supervising the onboarding of new clients to ensure they fully understand the platform and understand its features and functions.
• Manage customer onboarding processes including basic data entry, account configuration, and initial support to ensure a smooth launch of the platform.
• Manage technical support operations to ensure rapid and effective response to customer technical inquiries.
• Follow up on complex technical cases and ensure their resolution in cooperation with the relevant teams.
• Improving the quality of technical support by developing training tools and a knowledge library.
• Develop plans to retain customers and increase renewal and subscription rates.
• Strengthening relationships with customers by providing customized solutions that meet their needs.
• Working to provide strategies to improve the business performance of the company’s clients.
• Collect and analyze customer feedback to provide periodic reports that highlight opportunities to improve products and services.
• Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), retention rate, and speed of technical solutions.
• Develop plans to improve operations based on analytics and company strategy.
• Coordinate with internal departments (development, marketing, sales) to ensure customer experience strategies are aligned with the company's vision and goals.
• Preparing detailed performance reports that are presented to senior management with actionable suggestions.

Required qualifications:

• Bachelor’s degree in any related discipline.
• 3-5 years of practical experience in customer experience or customer service, with proven supervisory or leadership experience.
• Strong analytical skills with the ability to use performance analysis tools and monitor indicators.
• Deep knowledge of customer management systems (CRM) and cloud solutions.
• Proficiency in Arabic and English, with excellent ability to communicate verbally and in writing.
• A passion for technology and continuous learning to ensure you keep up with the latest practices.
• Ability to motivate and lead teams to achieve common goals.
• Exceptional communication skills with the ability to build strong relationships with clients.
• Excellent organization and time management skills, with the ability to work under pressure.
• Strategic and creative thinking in solving problems and improving operations.
• Ability to work in a dynamic and rapidly changing environment.

What We Offer:

• Competitive salary and performance-based incentives
• Career growth and development opportunities
• A dynamic and collaborative team environment