📍 Job Overview

Job Title: Customer Support Lead
Company: Malaa
Location: Riyadh, Saudi Arabia
Job Type: Full-Time
Category: Customer Support & Services
Date Posted: 2025-07-31
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Lead and develop a high-performing customer support team to deliver exceptional service experiences.
Design, implement, and optimize customer support processes and workflows to ensure high service levels.
Collaborate cross-functionally with product, engineering, and marketing to channel customer feedback into actionable insights.
Maintain a customer-obsessed mindset and advocate for customer needs while exceeding service standards.

📝 Enhancement Note: This role requires a strong balance of operational excellence, team leadership, and customer-centric mindset to drive continuous improvement in customer support services.

💻 Primary Responsibilities

Team Leadership & Development:
- Lead, mentor, and develop a high-performing customer support team, fostering professional growth and strong team culture.
- Set and track KPIs for response time, resolution time, and customer satisfaction (CSAT/NPS), analyzing data to drive continuous improvement.
Process Design & Optimization:
- Design, implement, and optimize customer support processes, workflows, and best practices to ensure high service levels.
- Oversee support tool selection, onboarding, and management to drive team efficiency and customer satisfaction.
Customer Interaction & Issue Resolution:
- Handle escalated customer inquiries and complex cases with empathy, ensuring swift and satisfactory resolutions.
- Maintain a customer-obsessed mindset, advocating for customer needs and exceeding service standards.
Cross-Functional Collaboration & Reporting:
- Collaborate cross-functionally with product, engineering, and marketing to channel customer feedback into actionable insights for product and service improvements.
- Prepare and deliver regular support performance reports and strategic recommendations to company leadership.

📝 Enhancement Note: This role involves a mix of strategic planning, hands-on team management, and customer interaction, requiring a versatile and adaptable leader with a strong customer focus.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field. Relevant industry certifications are a plus.

Experience: 3+ years of experience in customer support roles, with at least 1 year in a leadership or supervisory capacity.

Required Skills:

Proven success building and scaling support teams in fast-paced environments.
Strong analytical skills with experience using customer support KPIs, dashboards, and data for decision-making.
Excellent problem-solving, conflict resolution, and communication skills.
Experience with support tools (CRM, ticketing systems) and omnichannel customer support.
Track record of executing training programs, process improvements, and driving superior customer experiences.

Preferred Skills:

Experience in a B2B or B2C tech environment.
Familiarity with customer support software (e.g., Zendesk, Freshdesk, Jira Service Management).
Knowledge of SQL or other data querying languages.
Familiarity with Agile methodologies and project management tools (e.g., Jira, Asana).

📝 Enhancement Note: Candidates with experience in tech support, customer success, or related roles may find this position particularly appealing, as it offers a blend of operational, leadership, and customer-facing responsibilities.

📊 Customer Support Portfolio & Project Requirements

Portfolio Essentials:

Documented examples of process improvements and team initiatives that have enhanced customer support services.
Case studies demonstrating successful issue resolution, customer satisfaction improvements, or team development projects.
Metrics-driven reports showcasing the impact of your leadership on customer support KPIs and team performance.

Technical Documentation:

Detailed process documentation, workflows, and standard operating procedures (SOPs) that you have developed or improved.
Customer support KPI tracking and analysis, demonstrating your ability to use data to drive decision-making and continuous improvement.
Training materials, guides, or resources that you have created to empower your team and ensure up-to-date support resources.

📝 Enhancement Note: As this role focuses on team leadership and process improvement, your portfolio should emphasize your ability to develop and manage high-performing teams, as well as your track record of driving operational excellence and customer satisfaction.

💵 Compensation & Benefits

Salary Range: SAR 15,000 - 25,000 per month (based on experience and qualifications)

Benefits:

Competitive health insurance package.
Generous vacation and leave policies.
Employee development and training opportunities.
Performance-based bonuses and incentives.
A dynamic, fast-paced work environment with opportunities for professional growth.

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: While the salary range provided is approximate and based on market research, the final offer may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & Software

Company Size: Medium (50-250 employees)

Founded: 2015

Team Structure:

Customer Support: 10-15 team members, including support agents, team leads, and the customer support manager.
Cross-functional collaboration with Product, Engineering, Marketing, and Sales teams.

Development Methodology:

Agile/Scrum methodologies for product development and improvement.
Continuous integration and deployment (CI/CD) for software releases and updates.
Regular customer feedback collection and analysis to inform product roadmaps and feature development.

Company Website: www.malaa.tech

📝 Enhancement Note: Malaa's customer-centric culture and commitment to continuous improvement make it an ideal environment for a Customer Support Lead who thrives on driving exceptional customer experiences and team growth.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suitable for an experienced customer support professional looking to take the next step in their career, transitioning from an individual contributor or team lead role into a more strategic and leadership-focused position.

Reporting Structure: The Customer Support Lead will report directly to the Head of Customer Support or another relevant executive, depending on the company's organizational structure.

Technical Impact: This role has a significant impact on customer satisfaction, team performance, and overall customer support service quality. The Customer Support Lead will be responsible for driving continuous improvement, ensuring high service levels, and advocating for customer needs within the organization.

Growth Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the customer support team and take on additional responsibilities, such as managing multiple teams or regions.
Cross-Functional Roles: With experience in customer support leadership, you may explore opportunities in related fields, such as customer success, customer experience, or operations management.
Executive Leadership: Demonstrating strong leadership and strategic skills in this role could pave the way for future executive opportunities, such as Director or VP of Customer Support.

📝 Enhancement Note: Malaa's fast-paced growth and commitment to customer-centric culture present exciting career growth opportunities for the right candidate in this Customer Support Lead role.

🌐 Work Environment

Office Type: Modern, collaborative office space with open-plan work areas, meeting rooms, and breakout spaces.

Office Location(s): Riyadh, Saudi Arabia

Workspace Context:

Collaborative Environment: The customer support team works closely with other departments, fostering a collaborative and cross-functional work environment.
State-of-the-Art Technology: Malaa provides its employees with the latest tools and technologies to ensure optimal performance and productivity.
Flexible Work Arrangement: While this role is on-site, Malaa offers flexible work arrangements, such as remote work or hybrid options, depending on the team's needs and the employee's role.

Work Schedule: Full-time, with flexible scheduling to accommodate customer support needs. The work schedule may include evenings, weekends, and holidays, depending on the team's coverage requirements.

📝 Enhancement Note: Malaa's collaborative work environment and commitment to employee growth make it an attractive workplace for customer support professionals seeking to advance their careers in a dynamic and supportive setting.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to discuss your background, experience, and fit for the role (30-45 minutes).
Behavioral Interview: A deeper dive into your experience, focusing on problem-solving, leadership, and customer support scenarios (60-75 minutes).
Case Study/Role-Play: A practical exercise to assess your ability to handle complex customer issues, manage team members, and make data-driven decisions (60-90 minutes).
Final Interview: A meeting with the hiring manager or another executive to discuss your fit for the role, answer any remaining questions, and make a final decision (30-45 minutes).

Portfolio Review Tips:

Highlight your track record of driving customer satisfaction, team development, and process improvement.
Showcase your ability to analyze data, make informed decisions, and communicate effectively with customers and team members.
Demonstrate your understanding of customer support best practices, tools, and technologies.

Technical Challenge Preparation:

Brush up on your knowledge of customer support metrics, KPIs, and data analysis techniques.
Familiarize yourself with customer support tools, such as CRM, ticketing systems, and customer feedback platforms.
Prepare examples of your leadership, problem-solving, and customer service skills, focusing on real-life scenarios and achievements.

ATS Keywords: Customer Support, Leadership, Team Management, Process Improvement, KPI Tracking, Data Analysis, Problem Solving, Conflict Resolution, Communication, Training Programs, Customer Feedback, Operational Excellence, Team Culture, Support Tools, Customer Satisfaction, Empathy

📝 Enhancement Note: Malaa's interview process is designed to assess your leadership, problem-solving, and customer support skills, as well as your cultural fit with the company's values and mission.

🛠 Customer Support Tools & Technology Stack

Customer Support Tools:

Zendesk (or similar CRM/ticketing system)
Jira Service Management (or similar project management tool)
SQL (or similar data querying language)
Customer feedback platforms (e.g., SurveyMonkey, Net Promoter Score)

Collaboration & Productivity Tools:

Microsoft Office Suite (Word, Excel, PowerPoint)
Google Workspace (Gmail, Google Docs, Google Sheets)
Slack (or similar team communication platform)
Zoom (or similar video conferencing tool)

📝 Enhancement Note: Familiarity with these tools and technologies will be beneficial for success in this role, as they are essential for managing customer support operations, analyzing data, and collaborating with cross-functional teams.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always put the customer first and strive to exceed their expectations.
Empathy: Understand and share the feelings of customers and team members to build strong relationships and drive customer satisfaction.
Continuous Improvement: Regularly seek feedback, analyze data, and make informed decisions to enhance customer support services and team performance.
Collaboration: Work closely with cross-functional teams to channel customer feedback into actionable insights and drive product and service improvements.

Collaboration Style:

Cross-Functional Integration: Collaborate closely with Product, Engineering, Marketing, and Sales teams to ensure customer needs are met and exceeded.
Code Review Culture: Encourage open communication and knowledge sharing among team members to drive continuous improvement and learning.
Peer Programming: Encourage team members to work together on complex issues, sharing knowledge and expertise to drive better outcomes.

📝 Enhancement Note: Malaa's customer-centric culture and commitment to continuous improvement make it an ideal environment for a Customer Support Lead who thrives on driving exceptional customer experiences and team growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support Operations: As the company grows, you'll need to scale customer support operations to maintain high service levels and customer satisfaction.
Cross-Functional Collaboration: Work closely with other departments to channel customer feedback into actionable insights and drive product and service improvements.
Data-Driven Decision Making: Analyze customer support data to identify trends, optimize processes, and make informed decisions that enhance customer experiences and team performance.
Team Development: Mentor and develop team members to ensure they have the skills and knowledge needed to deliver exceptional customer support and drive team success.

Learning & Development Opportunities:

Customer Support Training: Participate in customer support training programs and workshops to enhance your skills and knowledge in customer support best practices and technologies.
Leadership Development: Attend leadership development programs and workshops to improve your skills in team management, communication, and strategic decision-making.
Product & Technology Training: Familiarize yourself with Malaa's products and technologies to better understand customer needs and provide more effective support.

📝 Enhancement Note: Malaa's fast-paced growth and commitment to customer-centric culture present exciting technical challenges and learning opportunities for the right candidate in this Customer Support Lead role.

💡 Interview Preparation

Technical Questions:

Customer Support Metrics: Describe your experience with customer support metrics, KPIs, and data analysis. Provide examples of how you've used data to drive decision-making and continuous improvement.
Process Improvement: Walk us through a process improvement project you've led. Explain the steps you took, the results you achieved, and the lessons you learned.
Team Leadership: Describe a situation where you had to lead a team through a challenging customer support issue or project. Explain how you handled the situation, the outcome, and what you learned from the experience.

Company & Culture Questions:

Customer-Centric Culture: How do you ensure that customer needs are at the forefront of your decision-making and team management?
Cross-Functional Collaboration: Describe your experience working with cross-functional teams. How do you ensure that customer feedback is effectively channeled into actionable insights for product and service improvements?
Customer Support Tools: Which customer support tools have you used in the past? How have you leveraged them to improve customer experiences and team performance?

Portfolio Presentation Strategy:

Data-Driven Storytelling: Use data and metrics to tell the story of your customer support leadership, team development, and process improvement achievements.
Customer-Centric Focus: Highlight your ability to understand and address customer needs, driving customer satisfaction and loyalty.
Leadership & Team Management: Showcase your leadership skills, team management abilities, and commitment to empowering and developing your team members.

📝 Enhancement Note: Malaa's interview process is designed to assess your leadership, problem-solving, and customer support skills, as well as your cultural fit with the company's values and mission. By preparing thoroughly and demonstrating your understanding of customer support best practices, tools, and technologies, you'll be well-positioned to succeed in this role.

📌 Application Steps

To apply for this Customer Support Lead position:

Tailor Your Resume: Highlight your relevant experience, achievements, and skills in customer support, leadership, and process improvement.
Prepare Your Portfolio: Showcase your track record of driving customer satisfaction, team development, and process improvement through documented examples, case studies, and metrics-driven reports.
Research Malaa: Familiarize yourself with Malaa's products, services, and customer support tools to ensure a strong understanding of the company and its needs.
Practice Interview Questions: Prepare for behavioral, case study, and technical interview questions, focusing on your leadership, problem-solving, and customer support skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Lead