Abwaab | Manager, Customer Success
Egypt
Location - Cairo, Egypt
About Us
Do you want to be part of a startup that’s redefining how students learn across the region? Are you energized by the challenge of building a hyper-growth ed-tech company with real impact? At Abwaab, we're on a mission to make high-quality education accessible to every student in the MENA region. We're growing fast and looking for passionate, driven team members who want to help shape the future of learning.
Job Overview
We’re looking for a Manager, Customer Success to join our team in Cairo, Egypt. This role will manage a growing team of customer success professionals, including Team Leads and agents, across inbound sales, customer support, and after-sales operations. The ideal candidate will be passionate about delivering excellent service, improving customer journeys, and driving team performance through clear processes and coaching.
You will oversee day-to-day operations while playing a strategic role in shaping how we support students and parents—from first contact to post-sale follow-up.
Key Responsibilities
Lead and manage a team of Team Leads and frontline agents across customer support, inbound sales, and after-sales.
Ensure high team performance by setting clear goals, monitoring KPIs, and supporting individual and team development.
Coach and develop staff at all levels through regular feedback, training sessions, and structured performance reviews.
Analyze and optimize customer interactions and internal workflows to improve efficiency, reduce response times, and enhance the overall customer experience.
Track and report on operational metrics including ticket volumes, resolution time, response rates, conversion rates, and customer satisfaction.
Handle escalations and complex issues, ensuring professional and timely resolution.
Collaborate cross-functionally with Product, Tech, Sales, and Marketing teams to share customer insights and help shape better experiences.
Drive initiatives to increase customer lifetime value by improving retention, upsell opportunities, and engagement across the full customer journey.
Own after-sales experience, ensuring smooth onboarding, follow-ups, and long-term satisfaction.
Help implement and maintain support tools and CRM systems like Zendesk to enable scalable operations.
What We're Looking For
Proven experience as a Customer Support or Success Manager, preferably in a fast-paced or startup environment.
Experience managing both team leads and frontline agents, with a strong track record of team development.
Background in support operations, inbound sales, and after-sales.
Familiarity with customer success platforms and CRM tools (e.g., Zendesk, HubSpot, Maqsam, Innocalls, etc.).
Strong analytical and organizational skills with the ability to turn data into action.
Excellent written and verbal communication in both Arabic and English.
A customer-first mindset with a focus on long-term satisfaction and retention.
Passion for education and impact, with a flexible and growth-oriented attitude.
Why Join Abwaab?
Be part of a mission-driven company changing the future of education in the region.
Work with a collaborative, ambitious team across several exciting markets.
Thrive in a dynamic, fast-growing startup environment with room for growth.
In-person working model and competitive compensation.
