Customer Support Lead

Note for Interested Candidates: Please apply using a computer or laptop, as applications submitted via smartphones may not be processed correctly. Thank you for your understanding and cooperation.

About the Job

Do you want to join our Group Service Team as a Customer Support Lead? If yes, please read on carefully to learn more about the opportunity and the expectations.

Who we are:

Raqtan Group is a consortium of companies specializing in Food and Beverage Services and development, e-commerce, and data analysis. With over 40 years of experience, we are industry pioneers continually striving to innovate and exceed our previous successes.

• Raqtan (raqtan.com) - the original brand, more than 40 years in the market, mostly serving enterprise customers (chain accounts) through dedicated sales teams in Dammam, Riyadh, Jeddah, and Dubai.
• Ekuep (ekuep.com) - ecommerce marketplace for commercial kitchen equipment, targeting primarily SMEs, providing the best prices, unmatched selection, and the convenience of buying online.
• Qavashop (qavashop.com) - ecommerce marketplace for high-end domestic coffee equipment and specialty coffee beans. A hub for coffee lovers.
• Miran (miran.sa) - stainless steel factory, supporting our commercial kitchen projects, but also engineering new lines of products for the oil and gas industry.
• Brodan (brodan.co) - our cooling and refrigeration brand, developing and manufacturing a full line of refrigeration products - from small refrigerated display cases to large, industrial cold rooms.
• Spherey (spherey.com) - a mobile platform revolutionizing the way technical service is provided in the F&B industry, creating a marketplace for independent and freelance technicians.

What we need:

We are seeking a passionate, diligent, and experienced Customer Support Lead to join our Group Service Department. The ideal candidate will lead, manage, and motivate our customer support team to deliver exceptional service and ensure the highest level of customer satisfaction.

Responsibilities

• Supervise daily operations of the support team
• Monitor and improve team performance and efficiency
• Handle escalations and ensure the resolution of complex issues
• Train, mentor, and support team members
• Develop and implement processes to enhance customer service delivery
• Generate and analyze performance reports
• Conduct regular quality assurance reviews of customer interactions
• Collaborate with other departments to resolve cross-functional issues
• Maintain up-to-date knowledge of products, services, and policies
• Present KPIs in daily/weekly operations meetings

Qualifications:

• Experience in customer support, with at least 1-2 years of experience in a team lead/supervisor position
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Strong communication and interpersonal skills
• Problem-solving and conflict resolution abilities
• Team management and leadership skills
• Proficiency in using customer support tools and CRM systems
• Good at speaking and writing Arabic and English

Preferred Qualifications

• Knowledge of quality assurance processes
• Familiarity with data analysis and reporting tools
• Industry-specific knowledge or certifications

What you can expect:

• Company culture: We are a collaborative and supportive company where everyone is encouraged to share their ideas. We offer a strong focus on learning and development, and we are committed to creating a diverse and inclusive workplace.
• Opportunities for growth and development: We offer a variety of opportunities for growth and development, including training programs and promotions.
• Specialty Coffee to keep you excited (All You can drink)