Customer Success Team Lead

ArabyAds was founded in ‎2013 and we help our clients to acquire customers at
scale using data & technology across diverse set of digital advertising
inventories which are managed through four of our platforms i.e. Boostiny
(social commerce) , iConnect (influencer marketing), Adfalcon (programmatic
advertising) & DeviceBoost.
We are a team of +‎260 passionate people across UAE, Egypt, KSA, Jordon,
Lebanon & Tunisia. We are agile, fast-growing, interdisciplinary team of
passionate experts in media planning, influencer marketing, consumer research,
developers & coders, data scientist, artificial intelligence, and machine
learning with a shared mission to create sustainable value for our clients.
ArabyAds is proud to be an equal opportunity employer regardless of your race,
colour, gender, religion, age, disability, or marital status. We currently
have people from ‎16 nationalities across our ‎6 locations and are happy to
celebrate all festivals.
Job Description:
We are looking for a Customer Success Lead to resolve users ' complaints:
* Providing prompt, efficient, detailed service by engaging directly with the customers via chat, email or social media;
* Resolving product or service problems by clarifying the customer's complaint;
* Defining and implementing standards/procedures for ensuring optimal customer service level and quality.
* Maintaining professional
* Supervise the activities of customer service team to ensure that their interaction with customers reflect positively on the company.
* Conducting Surveys to gather information on customer opinions of the product.
* Anazlyzing statistics and compile accurate reports.
* Encorging the team towards customer satisfaction centricity and recommended processes and product enhancements.
* Recuriting, mentoring and developing customer success agents and nurture an envoirement where they can excel through encouragement and improvements.
* Determining the cause of the problem;
* Selecting and explaining the best;
* Solution to solve the problem;
* Expediting correction or adjustment;
* Following up to ensure resolution;
* Communicating clearly and effectively with end users and colleagues to quickly resolve issues and ensure customer satisfaction;
* Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience;
* Working with other departments to ensure a consistent and high-quality level of support.

To be the ideal Customer Success Team Lead , you need:
* ‎4+ years of previous experience in a customer support role or a
technical support role that is focused first and foremost in customer
Success;
* Proving Experience as a customer success team lead;
* Excellent communication skills in Arabic and English (Written and Verbal)
* Should be creative and analytical problem solver with a passion to provide
excellent customer service and comfortable with a multi-tasking, high
energy environment;
* Should be flexible to adapt to support a ‎24-‎7 operating environment;
* Proficiency in using remote support tools, help desk software and CRM software like Zoho, Jira, and Salesforce;
* Experience in using SQL and databases in a business environment. (Preferred)