Customer Care Manager

Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!THE ROLEYou run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.WHAT YOU’LL DORun daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaignsLead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedbackHold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctlyTrack open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customerEscalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and ComplianceBuild the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scalesWHAT WE’RE LOOKING FOR5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environmentA track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support toolingThe judgement to know which cases resolve at first contact and which must go to a specialistA structured approach to QA sampling, coaching and building knowledge bases and standard operating proceduresExposure to financial crime, payment disputes or complaint handling workflows is valuable, not essentialYOU’LL THRIVE HERE IF YOUYou believe a customer’s problem solved in one contact is worth more than ten polished repliesYou’d rather fix the reason cases escalate than clear the queue and move onYou coach in the moment, because the team is only as good as its last hard callYou want to build the front line a bank is judged by

Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!

THE ROLE

You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.

WHAT YOU’LL DO

• Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns
• Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback
• Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly
• Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer
• Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance
• Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales

WHAT WE’RE LOOKING FOR

• 5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment
• A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling
• The judgement to know which cases resolve at first contact and which must go to a specialist
• A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures
• Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential

YOU’LL THRIVE HERE IF YOU

• You believe a customer’s problem solved in one contact is worth more than ten polished replies
• You’d rather fix the reason cases escalate than clear the queue and move on
• You coach in the moment, because the team is only as good as its last hard call
• You want to build the front line a bank is judged by

Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time.We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects.In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed.Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs.We deliver across the board, with IT expertise at the core. High-performing, versatile teams: Our consultants bring a wealth of experience from diverse industries, allowing us to tackle any project. With a 95% completion rate (the remaining 5% due to unforeseen circumstances), you can be confident in our ability to deliver results. IT/Software focus: We leverage our deep understanding of the IT and software landscape to find the perfect talent for your specific needs, maximizing the value you get from each hire. Collaborative, budget-conscious approach: We work closely with your team to understand your requirements and optimize your hiring budget, ensuring a cost-effective and successful recruitment process

Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time.

We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects.

In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed.

Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs.

We deliver across the board, with IT expertise at the core.

• High-performing, versatile teams: Our consultants bring a wealth of experience from diverse industries, allowing us to tackle any project. With a 95% completion rate (the remaining 5% due to unforeseen circumstances), you can be confident in our ability to deliver results.
• IT/Software focus: We leverage our deep understanding of the IT and software landscape to find the perfect talent for your specific needs, maximizing the value you get from each hire.
• Collaborative, budget-conscious approach: We work closely with your team to understand your requirements and optimize your hiring budget, ensuring a cost-effective and successful recruitment process