Customer Support Director in Egypt - 2026
Applicant criteria
- No specific age required
- 3-5
- Both
Opportunity criteria
- Full time
Opportunity description
The company is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. They are seeking a Customer Support Director to lead, transform, and elevate their entire support organization. This role goes beyond daily operations, requiring the professional to build scalable structures, optimize workforce planning, drive performance excellence, and ensure a world-class customer experience across all support channels. The successful candidate will oversee team performance, shift structures, quality assurance, escalation management, and cross-departmental alignment.
Duties & responsibilities
Leads and manages all Customer Support Managers, Team Leads, and Support Specialists.
Defines and executes the global support strategy aligned with company growth objectives.
Oversees day-to-day global support operations across all channels to ensure optimal queue management, SLA compliance, and resolution efficiency.
Determines workforce planning needs based on growth forecasts and designs shift structures for 24/7 coverage.
Defines, tracks, and analyzes key metrics including CSAT, FCR, AHT, SLA adherence, and retention indicators.
Develops, implements, and maintains support policies, SOPs, and best practices.
Collaborates closely with Infrastructure, Engineering, Product, Billing, and Sales teams to ensure seamless issue resolution workflows.
Builds a high-performance, accountability-driven support culture and creates leadership pipelines within the organization.
Eligibility criteria
4+ years of leadership experience in Technical Support or Customer Support Operations, preferably within web hosting, cloud, or SaaS environments.
Proven experience managing multi-layered support organizations.
Strong experience in workforce planning, shift management, and operational scaling.
Advanced English proficiency (written and verbal) with a strong ability to communicate technical concepts clearly.
Strong analytical mindset with experience using performance data to drive decisions.
Strong understanding of web hosting infrastructure and server environments.
Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, and WHMCS.