Customer Experience Team Lead
$31,200–$31,200 year
On-siteCasablanca, Casablanca-Settat, Morocco
Casablanca, Casablanca-Settat, MoroccoOn-siteFull Time$31,200–$31,200 yearSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Customer Experience Team Lead in Morocco responsible for leading and developing a 6-12 person frontline and premium support team, ensuring efficient ticket resolution, customer satisfaction, and adherence to SLAs. The role involves collaboration with Product, Engineering, and Sales; recruitment and development of team members; KPI tracking and workflow optimization; and leading CX initiatives. This is a full-time hybrid position with 3 days in the Casablanca office and 2 days remote, requiring English, French, and Arabic proficiency and experience in a SaaS environment.
Required Qualifications
- 2+ years of experience as a technical support team lead or in a similar leadership capacity, ideally within a fast-paced SaaS environment.
- Native or professional fluency in English, French, and Arabic.
- Proven ability to analyse performance data (KPIs) and translate insights into actionable workflow optimizations.
- Strong technical troubleshooting skills and experience managing complex customer escalations with a high degree of empathy.
- Excellent communication and negotiation skills, with the ability to influence cross-functional teams and advocate for the customer’s needs and performance improvement.
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