Customer Support Manager

Lucidya | لوسيديا

Customer Support Manager at Lucidya overseeing high-quality customer support across various platforms. Responsible for training, metrics tracking, and continuous improvement of support systems.

Posted 4/22/2026full-timeRemote • 🇪🇬 EgyptMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing.
Own SLAs end-to-end, monitor targets, and close gaps when they slip.
Take ownership of escalations to resolve and understand why they occurred.
Track metrics like CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog.
Design and refine support workflows, ticket routing, and escalation paths while identifying inefficiencies.
Build and maintain an accurate knowledge base and implement a QA process for team responses.
Deploy AI tools to improve interaction speed and quality, monitoring AI performance for accuracy.

Requirements

What you’ll need

5+ years in customer support within a SaaS environment, and at least 2 in a leadership role.
Fluent in Arabic and English, written and spoken - this is non-negotiable.
Familiar with tools like Intercom, Jira, and AI-assisted support platforms.
Operationally minded with system thinking capabilities.
Strong communication skills with engineers, executives, and customers.
High standards for quality and team development.
Exposure to social media management, CRM, or monitoring tools is a plus.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Lucidya | لوسيديا Website LinkedIn All Job Openings 51 - 200 employees 🤖 Artificial Intelligence 🤝 B2B ☁️ SaaS 💰 $6M Series B on 2022-01 Artificial Intelligence
B2B
SaaS Lucidya is a company specializing in social media and online platform analytics. They provide tools and insights that help businesses understand customer sentiment, track brand reputation, and make data-driven decisions. Lucidya's solutions are tailored for engaging with the Arabic-speaking market, leveraging AI technology to process and analyze data for optimal marketing strategies. Customer Support Manager Job not on LinkedIn 🔥 0 minutes ago 🇪🇬 Egypt – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇸🇦 Arabic Required Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing.
Own SLAs end-to-end, monitor targets, and close gaps when they slip.
Take ownership of escalations to resolve and understand why they occurred.
Track metrics like CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog.
Design and refine support workflows, ticket routing, and escalation paths while identifying inefficiencies.
Build and maintain an accurate knowledge base and implement a QA process for team responses.
Deploy AI tools to improve interaction speed and quality, monitoring AI performance for accuracy. 🎯 Requirements
5+ years in customer support within a SaaS environment, and at least 2 in a leadership role.
Fluent in Arabic and English, written and spoken - this is non-negotiable.
Familiar with tools like Intercom, Jira, and AI-assisted support platforms.
Operationally minded with system thinking capabilities.
Strong communication skills with engineers, executives, and customers.
High standards for quality and team development.
Exposure to social media management, CRM, or monitoring tools is a plus. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Service Manager 🕒 April 10 Mashreq 1001 - 5000 🏦 Banking 💸 Finance 💳 Fintech Website LinkedIn All Job Openings Customer Service Manager enhancing customer satisfaction and operational excellence in Wholesale CX department. Managing governance, process improvements, customer insights, and team training. 🇪🇬 Egypt – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇸🇦 Arabic Required Customer Support Officer 🕒 April 1 KAIZEN Asset Management Services 51 - 200 🏠 Real Estate 🏢 Enterprise ☁️ SaaS Website LinkedIn All Job Openings Customer Support Officer providing support and information to clients at KAIZEN Asset Management Services. Responding to inquiries and ensuring customer satisfaction through effective communication and problem-solving. 🇪🇬 Egypt – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Customer Support Representative 🕒 April 1 Community Phone 51 - 200 📡 Telecommunications 🤝 B2B 👥 B2C Website LinkedIn All Job Openings Customer Support Representative for Community Phone managing customer inquiries and upselling services. Track trends and ensure extraordinary experiences for landline users. 🇪🇬 Egypt – Remote 💵 $6 / hour 💰 Pre Seed Round on 2019-08 ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support German Customer Service 🕒 March 31 RISEUP Group 1001 - 5000 Website LinkedIn All Job Openings German Customer Service Agents for a multinational telecom, managing customer inquiries via email, chat, and calls. Focused on resolving complaints and providing support. 🇪🇬 Egypt – Remote 💵 ج.م.25.6k - ج.م.31.4k / month ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇩🇪 German Required Customer Support Agent, English, Arabic 🕒 March 28 Expatrio 11 - 50 👥 B2C 💸 Finance 🏦 Banking Website LinkedIn All Job Openings Customer Support Agent providing support for international customers through e-mail, live chat, and phone. Working to ensure excellent customer service in a fintech and edtech environment. 🇪🇬 Egypt – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇸🇦 Arabic Required View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

customer supportSaaSmetrics trackingCSATFRTFCRSLA adherenceescalation managementworkflow designquality assurance

Soft Skills

leadershipcoachingaccountabilitycommunicationoperational mindsetsystem thinkinghigh standardsteam development