Customer Support Team Leader

About Invygo

Invygo was founded in 2018 in Dubai with the purpose of redefining mobility in the Middle East and North Africa (MENA). Fuelled by a passion for innovation, technology and mobility, our mission is to empower people to move on their own terms, minimising the frustrations caused by traditional car ownership models. We make car access seamless and flexible for everyone. We believe invygo is the smartest way to move, and to keep living up to our ideal, we rely on our people to share these goals and ambitions. Headquartered in Dubai, with offices in Riyadh and Cairo, our team consists of passionate, dedicated, bold innovators that are relentless in enabling the company to deliver a trusted and personalised experience that transforms how people move in MENA. With successful expansions into UAE, Saudi Arabia and Qatar, our footprint is rapidly growing as we continue to innovate and transform the automotive landscape across the region.

At invygo, we're not just offering a service; we're crafting a new era of mobility in MENA. We are always seeking passionate, dedicated and innovative thinkers to join us in making our future vision a reality. If you are that person, join us in moving the MENA mobility landscape forward and continuing to ensure that invygo is, and remains, the smartest way to move.

Key Responsibilities:

1. Manage and mentor the customer support team, ensuring performance targets are met such as customer satisfaction (CSAT), response time, and resolution time, implementing action plans for continuous improvement.
2. Handle escalated customer issues and improve overall customer satisfaction.
3. Identify and implement strategies to streamline workflows and improve efficiency.
4. Analyze performance data to track KPIs and report insights to management.
5. Lead onboarding and ongoing training to enhance team skills.

Requirements

Qualifications:

Bachelor's degree in Business, Communications, or a related field. Equivalent experience may be considered.

Experience:

1. Minimum of 3-5 years of experience in customer support or customer experience, with at least 2 years in a supervisory or leadership role.
2. Experience in handling escalated customer inquiries and complex issues.
3. Proven track record of improving customer satisfaction and operational efficiency.

Skills:

1. Strong leadership and coaching abilities, with a focus on employee engagement and development.
2. Excellent communication skills, both verbal and written.
3. Strong problem-solving abilities with the capacity to handle escalated situations calmly and effectively.
4. Analytical mindset with the ability to interpret data and make informed decisions.
5. Proficiency in customer support tools (e.g., Zendesk, Salesforce, Freshdesk) and CRMs.
6. Ability to manage time effectively, prioritize tasks, and ensure deadlines are met.
7. Knowledge of customer service principles and practices.