Customer Support Manager

Raseed brings down barriers to creating wealth by making investing easy, simple, and affordable for our users to trade and invest. If you love challenges and believe in this mission, we’d love to have you on board.

Key Responsibilities:

• Lead and
  supervise a team of customer service representatives, providing coaching,
  training, and performance feedback.
  
• Oversee the
  daily operations of the support function, ensuring timely and professional
  handling of all customer inquiries and escalations.
  
• Develop and
  implement customer service strategies and procedures to improve customer
  satisfaction and service quality.
  
• Monitor,
  analyse, and report on key performance metrics, ensuring team goals and
  service level agreements are consistently met.
  
• Maintain
  accurate records of customer interactions, feedback, issues, and
  resolutions through CRM or ticketing systems.
  
• Collaborate
  cross -functionally with internal teams (e.g., product, marketing, finance,
  compliance, technical) to resolve customer issues efficiently.
  
• Identify
  opportunities for process improvement, automation, or training, and
  provide insights to management for service enhancements.
  
• Manage
  sensitive or high -risk cases, ensuring appropriate escalation and
  maintaining the company's professional image and reputation.
  
• Stay updated
  on product changes, policies, and compliance requirements that may affect
  customer interactions.
  

Qualifications & Experience:

• Bachelor’s
  degree in business administration, Communications, or a related field.
  
• Minimum 5 years of experience in customer support or service delivery, including 3+
  years in a supervisory or managerial role.
  
• Experience
  with customer service tools and CRMs.
  
• Background in
  fintech, trading, or regulated industries is a must.
  

Skills & Competencies:

• Strong
  leadership and people management skills.
  
• Excellent
  problem -solving and conflict resolution abilities.
  
• Excellent understanding of trading
  products and tech -savvy mindset.
  
• Strong expertise in trading
  products combined with a high level of technical proficiency.
  
• Experience with tools such as Freshchat, Jira and ComplyCube.
  
• High level of
  emotional intelligence and customer empathy.
  
• Strong
  analytical and reporting skills, with attention to detail.
  
• Ability to
  work under pressure in a fast -paced environment.
  
• Excellent
  written and verbal communication skills in English (Arabic is a plus).
  

What We Offer:

• Dynamic exciting work environment
  
• Attractive salary
  
• Opportunity to work with the fastest growing fintech brand in the MENA region