Job Opportunity as a Customer Support Lead at Unifonic in KSA

Unifonic is offering a job opportunity in Dammam, Saudi Arabia as a Customer Support Lead. The Customer Experience and Operations team is in the search of an experienced Customer Support Lead who’s able to lead the customer support team through influencing team members and handling complex technical tasks with End-to-End accountability for Services and People under your supervision. In this role, you’ll be performing daily operations, on-call duty activities, project activities, service optimization, and performance management fulfilling department Key Performance Indicators (KPIs). The successful candidate should possess very strong leadership skills and an extensive background in IT.

The responsibilities of the Customer Support Lead include but are not limited to:

1. Lead, inspire, and coach a team of Customer Support Agents (5-10 employees) to help them grow and deliver the best service in the industry.
2. Conduct monthly performance appraisals to review technical team performance.
3. Develop team members through monthly coaching, the provision of on-target feedback, counseling, and recognition.

1. Hands-on +3 Years of experience as Customer Support Lead in a related industry (SaaS, Telecommunications, etc).
2. Strong leadership skills, ownership and commitment attitude.
3. Strong troubleshooting and problem-solving skills.
4. Excellent analytical thinking skills.
5. Critical thinking, problem-solving, design, and most critically, attention to performance, scalability, reliability, availability at the system and component level.
6. Experience in a technology-driven industry.
7. Excellent knowledge of technical infrastructures, networks, servers, software and database administration, and maintenance.
8. Bachelor's degree in Engineering, Software, or other IT-related fields.
9. Ability to work under high client/department demands and high availability.
10. Self-motivated and able to work independently with a minimum level of supervision.
11. High flexibility with working hours and ability to handle multi-tasks.
12. Fluent in English and Arabic with excellent writing/editing and verbal communication skills.

About Unifonic:

Unifonic was founded in 2006 to provide cloud-based communication tools to business customers and enables integration of text and voice-based solutions through its API platform. Therefore, Unifonic eliminates the need for costly hardware infrastructure making business communication simple, fast, and cost-effective.

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