Customer Support Supervisor
almentor
About almentor: We are the leading Video-Learning Platform in Arabic! Established in 2016, we produced over 1000 online courses for individuals, corporations, and government entities across Egypt and the Gulf. Our platform is a hub of knowledge, fostering lifelong learning and growth for individuals around the globe. We are a purpose-driven team. Our most important asset is an intellectual team that can innovate and execute. It’s what moves us forward!
Our Mission: 🚀 almentor is on a mission to increase accessibility to affordable quality education for Arabic-speaking communities and a Goal to serve 10 million learners in MENA
Role Overview: The Customer Support Supervisor will lead and support the customer service team to ensure high-quality service delivery and operational excellence. This role is responsible for monitoring team performance, resolving escalated customer issues, coaching team members, and collaborating with internal stakeholders to continuously improve customer experience and service efficiency.
As a Customer Support Supervisor, You will:
- Supervise, guide, and motivate the customer support team to meet service standards and performance targets.
- Monitor performance metrics (KPIs), review quality, and provide regular feedback and coaching to team members.
- Handle and resolve escalated customer issues in a timely and professional manner.
- Train, onboard, and coach team members to support continuous professional development.
- Collaborate closely with other departments to resolve complex cases and improve overall service delivery.
- Prepare and share performance reports, insights, and customer feedback with management.
- Support cross-functional problem-solving cases requiring urgent or coordinated action.
The ideal candidate will have:
- +5 years experience in a customer support or call center environment, with at least 1–2 years in a supervisory or team lead role.
- Strong leadership, coaching, and people's management skills.
- Ability to analyze performance metrics and translate insights into actionable improvements.
- Excellent problem-solving and conflict-resolution skills.
- Strong communication skills in English (spoken and written).
- Familiarity with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce, or similar).
- Ability to work collaboratively with cross-functional teams in a fast-paced environment.
