Customer Experience Team Lead

Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. **Department Focus:**The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey. **Your Impact:**As the **Customer Experience Team Lead** in the CX department, you will champion our customer-first culture by leading and developing a high-performing support team through a period of exciting regional growth. You will play a pivotal role in optimizing local support workflows and collaborating with global stakeholders to ensure our SMB and enterprise clients receive unparalleled technical assistance. Office attendance is generally required for this role, however arrangements can be made internally for the possibility to work from home depending on team dynamics. This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home. ### What you will do - **Global Team Leadership:** Manage and develop a global team of 6-12 frontline and enterprise support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise). - Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows. - **Stakeholder Collaboration:** Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments. - **Talent Management:** Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team. - **Process Optimization & KPI Management:** Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction. - **Project Management:** Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows. ### What you will Bring ● 3-5 years of experience as a technical support team lead or in a similar leadership capacity. Relevant work experience can compensate for this requirement. ● SaaS-experience is required, ideally from the hospitality industry with solid understanding of restaurant software and integrations (particularly POS systems, delivery service partners) ● Native or professional fluency in English, Arabic and French is essential for supporting our diverse customer base and internal stakeholders. ● Proven ability to analyse performance data (KPIs) and translate insights into actionable workflow optimizations. ● Strong technical troubleshooting skills and experience managing complex customer escalations with a high degree of empathy. ● Excellent communication and negotiation skills, with the ability to influence cross-functional teams and advocate for the customer’s needs and performance improvement. ### A typical day ● Set daily priorities, such as team check-in to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day. ● Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust workflows or implement strategies to optimize performance across regions. ● Spend time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics. You’ll work closely with your team to develop their skills and improve overall service quality. ● Regularly interact with Product, Engineering, and Sales teams to resolve complex or escalated technical issues. Your input ensures that customer needs are met and product improvements are informed by real-world support insights. ● Continuously evaluate support processes, identify inefficiencies, and propose workflow improvements that reduce ticket resolution time and enhance the customer experience. ● Oversee team development by conducting one-on-one meetings to discuss career progression, handle recruitment for new team members, and manage talent retention strategies. ● Lead or participate in key customer experience initiatives, such as improving onboarding processes, enhancing internal documentation, or launching new tools to help the team work more efficiently.