Location: Egypt, Cairo
Job category: Operations
Language: English
Job Summary:
Responsible for leading a team of chat agents to deliver excellent customer service. The role involves monitoring performance, coaching team members, handling escalations, and ensuring KPIs are met.
Key Responsibilities:
Supervise and support a team of chat agents
Monitor chats for quality, speed, and accuracy
Provide regular coaching and feedback
Handle customer escalations professionally
Track KPIs (AHT, CSAT, SLA, etc.) and report performance
Assist with scheduling and daily operations
Ensure team follows company policies and procedures
Requirements:
1–2 years of experience in customer service, preferably in chat support
Previous leadership or supervisory experience is a plus
Strong communication and problem-solving skills
Fluent in English; Arabic is a bonus
Ability to multitask and work under pressure
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”